Position: Customer Support Specialist
Location: Lisbon, Portugal
Employment type: Full-time
DUTIES AND RESPONSIBILITIES:
* Assist customers of a video streaming platform using multiple channels as assigned depending on the need (incoming telephone calls, emails and chat)
* Identify issues the clients are facing, handle complaints, provide solutions and alternatives, guide customers within the time limits
* Use cheat sheets, guides and protocols provided during the training
* Ensure customer satisfaction and provide professional customer support
* Identify when the issue should be re-assigned to another department
* Collaborate with other agents or teams in case of more complex cases
* Document each action taken in a CRM system in detail
REQUIREMENTS:
* Native/near native of Dutch/Flemish language, both oral and written. Fluent in English (at least B2 level)
* At least one year of proven customer communication experience (E-mail & Phone)
* Ability to cover 3 day shifts rotation including weekends
* Accurate, efficient, and respectful communication manner
* Problem-solving and critical thinking skills
* A resourceful and stress-resilient personality that can adapt and remain calm in all situations
* Social Media Savviness
* Strong working knowledge of external systems and PC based internet and software applications (e.g. internet, Microsoft Office)
BENEFITS:
* Lunch vouchers
* Shifts 5 times a week covering line operating hours from Monday to Sunday 7 AM - 7 PM (two consecutive days off)
* Transportation vouchers
* Life insurance, health insurance
* Dynamic and creative team with a positive and friendly atmosphere
* Guidance and tools to reach your full potential
* Relocation support