German Speaking Customer Support Specialist

2 semanas atrás

Lisboa, Portugal Cross Border Talents Tempo inteiro

🇩🇪 Customer Service Specialist – German Speaking (Social Media & B2B Support)

Location: Lisbon, Portugal (On-site)
Contract Type: 6-month contract
Start: ASAP
Work Model: Onsite only

About the Role

We are looking for a German-speaking Customer Service Specialist to support our client’s B2B advertisers on one of the world’s leading social media platforms.
You will be responsible for end-to-end product troubleshooting, handling advertiser inquiries, and providing high-quality customer support related to digital advertising products.

Key Responsibilities

- Take an active role in identifying opportunities to enhance service quality and improve the overall advertiser experience.

- Handle and resolve end-to-end product troubleshooting via email and chat channels.

- Provide customer support for a wide range of advertising products, including technical and product-related queries.

- Collaborate closely with internal Product Operations and Engineering teams to drive timely resolution of open cases.

- Ensure high customer satisfaction levels through consistent communication and quality support throughout the case lifecycle.

- Meet productivity targets and service level metrics, contributing to Best-in-Class support performance.

- Partner with technical specialists to educate advertisers on product features, campaign setup, and common issue categories.

Requirements

- Experience in paid campaign management is mandatory.

- Degree in Marketing or a related field.

- Experience in Digital Marketing.

- Previous experience in a Contact Centre or Service Program for an Advertising Tech company.

- Fluent knowledge of social media platforms and basic understanding of digital advertising concepts.

- Strong customer service orientation, with excellent problem-solving and communication skills.

- Ability to work independently as well as in a collaborative team environment.

- Fluent German (C1/C2) and good command of English.

Work Schedule

Initial Schedule: 12-Hour Operational Window

Monday to Sunday – 07:00 to 19:00
Two rotational shifts:

- 07:00 – 16:00

- 10:00 – 19:00

Future Schedule (Date TBD by Client):

24/7 operation – Monday to Sunday

- Rotational shifts

- 2 rotating days off per week

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