German Senior Customer Support Agent in Lisbon

Há 3 dias


Lisboa, Portugal Job Squad Tempo inteiro

**About Lisbon**

Lisbon is a rewarding destination where the modern architecture blends into old neighborhoods perfectly. You can always find a good restaurant for seafood or bacalhau on the next corner at a low price with a sea view.

**About the job**

Key responsibilities (Paid product):

- Provide general and technical support to customers who use any of paid products (Premium, Music, super chat, super stickers, movies, and shows, OR channel memberships)

Key responsibilities (Creators):

- Policy, Safety, and Copyright management (e.g., Understand ads, navigation policy, and copyright guidelines)
- Troubleshoot different problems (e.g., problems with playing videos, uploading, account & bugs issues, membership issues)
- Customer Support for monetization purposes (e.g., How to make money & optimize channels)
- Understand and remain up to date with the client's policies and guidelines
- Support with Account and Settings (e.g., Resolve content ID and rights management issues)

**Required qualifications**
- Fluency in **German** and **English**:

- At least 12 months of experience in customer support within the Contact center to be considered a senior agent.
- Knowledge of BPO KPIs: C-SAT (Customer satisfaction); NPS (Net promoter Score); SLAs (Service Level Agreement)

**What we offer**
- Competitive salary and performance bonus
- Relocation package - Reimbursement up to 2000 euros with the first payslip; Assistance to find accommodations; Bureaucratic support to get NIF and NISS
- Health insurance & life insurance & Family plan (spouse/legal partner and children)
- Meal and WFH allowance
- Training and education

**_ Please submit your CV and Cover letter in English._**

If you have any questions, feel free to get in contact with our recruiter



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