Customer Support Specialist

Há 6 dias


Faro, Portugal Otonomee Tempo inteiro

Company Overview
Otonomee is a pioneering fully remote Business Process Outsourcing (BPO) company, founded in 2020 and headquartered in Ireland. Our mission is to revolutionize the BPO industry by providing premium customer support services to innovative brands in Healthtech, Fintech, E Commerce, SaaS & Facilities Management.

About the Role
This is an exciting opportunity for an experienced Customer Support Advisor to join our team in Portugal. As a Customer Support Specialist, you will be responsible for delivering exceptional customer service through various channels, including chat, email, and phone.

Job Responsibilities

  • Resolve customer issues related to purchase, orders, shipping, set up, connectivity, and warranties with precision.
  • Provide attentive responses to customers that incorporate a thorough understanding of their concerns and offer step-by-step guidance and solutions to satisfy questions or remedy issues.
  • Deliver premium customer service through chat, email, and phone channels, responding to inquiries, troubleshooting problems, and providing information with a focus on exceeding customer expectations.
  • Anticipate and address potential issues, preventing disruptions before they impact the customer experience.
  • Collaborate with other teams to identify recurring problems and contribute to continuous improvement initiatives.
  • Maintain up-to-date knowledge of our clients' products and services to effectively assist customers.
  • Contribute to the creation and updating of knowledge base articles for internal and customer reference.
  • Demonstrate empathy and active listening skills during customer interactions, communicating complex concepts in a clear and understandable manner.
  • Adhere to established quality standards in all customer interactions.
  • Participate in regular training sessions to stay abreast of industry developments and enhance skill sets.

Requirements
To succeed in this role, you should have:

  • Finnish – Native or C1/C2 and English – C1 or above.
  • A minimum of 1-2 years of proven experience in Customer Service, with a focus on live interactions, in chats, emails, and/or phone channels.
  • A growth, curious mindset, and ability to adapt to changing policies and guidelines.
  • The ability to work independently and collaboratively in a fast-paced environment.
  • Proficient in troubleshooting orders, shipping, connectivity, and operational issues.
  • Excellent written and communication skills.
  • Experience in supporting US and/or UK customers, which is an advantage.

What We Offer
In return for your hard work and dedication, we offer:

  • A competitive salary of €25,000 per annum (approximately $28,000 USD), paid monthly.
  • An Oura Ring, so you can provide great customer support.
  • Internet Allowance of €20 per month.
  • Meal Card Allowance of €7.63 Euros per working day.
  • A Permanent Employment Contract.
  • Equipment provided.
  • Home office allowance (Once off pay and claim to help you set up your home office).
  • A Buddy on joining.
  • Online Gym and Wellbeing Studio.
  • The opportunity for professional growth.
  • Fun company events and team outings.
  • Autonomy and Responsibility.


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