Senior Customer Experience Specialist

About Online Filings Our mission is to empower entrepreneurs to realise their dreams and focus on what truly matters. Our Online Filings platform and software simplifies, automates, and eliminates business administrative tasks, helping entrepreneurs accomplish more with less effort. We aim to remove obstacles and enable entrepreneurs to achieve success faster and more effectively. Role Overview As a Senior Customer Experience Specialist, you will be responsible for delivering exceptional service and support to our users. Your primary objective will be to ensure customer satisfaction by resolving inquiries, troubleshooting issues, and providing expert guidance on our products and services. You will interact with customers via phone, email, and live chat, demonstrating a deep understanding of our offerings and a commitment to delivering personalised solutions. By maintaining detailed records of customer interactions and collaborating with internal teams, you will contribute to continuous improvements in our customer experience. This is a fantastic opportunity for an experienced customer service representative looking to expand their skills and work within a cohesive and supportive team. Key Responsibilities Deliver outstanding customer service via phone, email, and online chat, ensuring clients have the best experience possible. Serve as an escalation point for complex issues, providing clear solutions and maintaining customer satisfaction. Relay customer feedback for product improvements, identify issues affecting the customer experience and recommend solutions, escalate bugs to the Tech Support team. Assess, process, and resolve refund requests in line with company policies, balancing customer experience with business objectives. Communicate refund decisions effectively, offering alternatives where appropriate to retain customers. Develop strong knowledge of Online Filings’ products to provide accurate information, understand customer needs, and upsell relevant services. Maintain accurate records of customer interactions and actions taken. Resolve or escalate customer complaints promptly and efficiently. Qualifications and Key Skills Minimum of 6 years' in customer success or customer experience related roles in a Software as a Service company. Strong communication and interpersonal skills. Native or fluent English level (C1 minimum) with outstanding speaking and writing skills. Experienced user of MS Office and CRM systems such as Zendesk and Salesforce, with the ability to quickly adapt to new tools and technologies. Problem-solving skills and ability to troubleshoot. Empathetic, with the ability to build rapport easily with customers and colleagues. Humble, open to feedback, curious, and eager to learn. Persistent, agile, and goal-driven. Preferred Qualifications Bachelor's degree is preferable. Advance analytical skills. Benefits and Perks Our comprehensive offering is designed around flexibility, well-being, and continuous growth, ensuring that you have the support and resources to excel both professionally and personally. Fixed Weekly Schedule: Monday - Friday 9am - 6pm, 40h per week. Competitive Salary : €1,200 - €1,350 gross per month, with yearly salary reviews and increases (based on performance). Meal Allowance: €224 per month, tax free in addition to your base salary (equivalent of €10.20 per day) Remote Working : Hybrid/ Remote. If based in the Greater Lisbon area, you will be required to be in the office once a week. Holiday Allowance : 22 days holiday plus bank holidays. Computer will be provided to work from your home. Contract type: 1 year contract with the opportunity to become Permanent. Online Filings is an equal opportunity employer. We celebrate diversity and are committed to equal employment and creating an inclusive environment for all employees, irrespective of race, gender, sex, religion, nationality, age or disability.