Customer Support for Online Video Platform
2 semanas atrás
Embrace the future
Recently, we have seen streaming companies and websites taking viewers from classical TV into new services and devices. This project is a support line for one of these services - the best-loved video streaming website in the world.
You will be part of a multicultural team based in Lisbon, where you will provide outstanding multi-channel support to users of the service. You will be handling customer queries via phone, e-mail, and chat, identifying the client's problem and troubleshooting to find the solution.
Full-time in office, in Lisbon.
Requirements
1. Native Swedish level written and spoken communication skills
2. Minimum B2 Level English Spoken and Written
3. At least 12 months of direct customer service experience required, preferably in contact centers in a B2C and/or B2B environment
4. Good communication skills, both verbal and oral
5. European Nationality or Portuguese Work Permit
6. Proactive attitude and strong team-spirit
7. Be organized and able to learn new processes, concepts, and skills as well as being able to understand that an operation is an ever-changing organism
8. Strong attention to detail and a desire to deliver accurately, efficiently, and to a high standard
9. Ability to handle not only customers' emotions but also being able to empathize with the client's case
10. Openness to work flexible hours as required (may include evenings, weekends, and/or holidays) / Shifts: 7AM to 7PM / Monday to Saturday
Responsibilities
1. You will be answering customer queries via phone, e-mail, or chat, identifying the client's problem; troubleshooting them to find the solution; documenting each action you take and categorizing cases and possible bugs, so that our client's engineering team can address them.
2. Provide general and technical support to customers who use any of our client's paid products.
3. Escalate complex problems according to defined procedures.
Our Offer
1. Opportunity to be part of a global organization focused on development.
2. Open-minded and multinational environment.
3. Relocation support and allowance (only applicable to candidates moving from abroad to Portugal).
4. Two months of paid training agreement.
5. One year Full-time Contract, with 30 days of probation.
6. Private health insurance including family plan (Spouse + children free of charge).
7. Life insurance.
8. Child benefits such as Nursery Voucher and Student Voucher.
9. Doctor at the office for 2 hours once a week.
10. Employee Assistance Program (EAP) to promote the well-being of employees (Health and well-being, Consumption and Real Estate, Financial Consulting, Documentation/"Dia platino" service).
11. Discount membership and access to various gyms across Portugal.
12. In Cognizant offices, you have access to fresh fruit, water, coffee, and tea daily.
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