French Senior Customer Support Agent in Lisbon

4 semanas atrás


Lisboa, Lisboa, Portugal Haare In Bestform Tempo inteiro
About the Job

We are seeking a highly skilled Senior French Customer Support Agent to join our team in Lisbon. As a key member of our customer support team, you will be responsible for providing exceptional support to our customers via phone, email, or chat.

Key Responsibilities:
  • Answer customer inquiries and troubleshoot issues related to our paid products, including Premium, Music, Super Chat, Super Stickers, Movies, and Shows, as well as Channel Memberships.
  • Provide general and technical support to customers who use our paid products.
  • Manage policy, safety, and copyright issues, including understanding ads, navigation policy, and copyright guidelines.
  • Troubleshoot different problems, such as issues with playing videos, uploading, account, and bugs issues, as well as membership issues.
  • Support customers with monetization purposes, including how to make money and optimize channels.
  • Understand and remain up-to-date with our client's policies and guidelines.
  • Support with account and settings, including resolving content ID and rights management issues.
Requirements:
  • Fluency in French and English.
  • At least 12 months of experience in customer support within a 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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