Senior Customer Support Expert

Há 1 mês


Lisboa, Lisboa, Portugal Snaphunt Tempo inteiro
About the Role

Snaphunt, a multilingual recruitment company based in Copenhagen, Denmark, and Sliema, Malta, is seeking a Senior Customer Support Agent to join their team.

This position offers an excellent opportunity for experienced customer support professionals to take on a leadership role and provide top-notch support to clients.

Job Summary

We are looking for a highly skilled and motivated Senior Customer Support Agent to handle escalated issues, resolve complex problems, and provide exceptional customer service.

The ideal candidate will have at least 12 months of experience in customer support within a contact center environment, as well as a good understanding of BPO KPIs, including C-SAT, NPS, and SLAs.

Responsibilities
  • Provide general and technical support to customers using various paid products
  • Escalate complex problems according to defined procedures
  • Manage policy, safety, and copyright-related issues
  • Troubleshoot different problems, such as video playback issues, account problems, and membership issues
  • Support monetization purposes, such as helping customers understand how to make money and optimize their channels
Requirements
  • A minimum of 12 months of experience in customer support within a contact center environment
  • Knowledge of BPO KPIs, including C-SAT, NPS, and SLAs
  • Fluency in English (B2) and native proficiency in Polish
  • Excellent problem-solving skills, strong communication and negotiation skills, and a service-oriented approach
Benefits
  • A competitive salary: €45,000 - €55,000 per year, depending on experience
  • Relocation package: refund of up to 2000 euros with the first payslip, assistance in finding accommodation, and support in obtaining necessary documents
  • Meal allowance: 7.63 € per day of work, paid in 11 instances on a meal card
  • Performance bonuses and opportunities for career growth
About Snaphunt

Snaphunt is a leading recruitment company specializing in placing Scandinavians, Dutch, Germans, and Finns in various positions across Europe.

Our mission is to help people find great jobs abroad and feel safe during their transition to a new life in a foreign country.



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