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Customer Support Specialist

2 meses atrás

Lisboa, Portugal Jujur Tempo inteiro

Position: Dutch/Flemish 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
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

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