Global Customer Support Professional

Há 5 dias


Lisboa, Lisboa, Portugal Job Squad Tempo inteiro

At Job Squad, a leading multi-lingual recruitment company with operations in Copenhagen, Denmark, and Sliema, Malta, we are seeking an experienced Senior Customer Support Agent to join our team.

About the Role

This is an exciting opportunity for a highly skilled customer support professional to take on a key role in our European expansion. As a Senior Customer Support Agent, you will provide top-notch support to customers who use our paid products, including Premium, Music, Super Chat, Super Stickers, Movies and Shows, and Channel Memberships.

Responsibilities

  • Deliver exceptional customer support via various channels, ensuring high satisfaction rates and escalating complex issues according to defined procedures.
  • Manage policies, safety, and copyright matters, staying up-to-date with client guidelines and regulations.
  • Troubleshoot diverse problems, including playback issues, account and settings problems, membership issues, and more.
  • Support monetization efforts by helping customers optimize their channels and understand revenue-generating strategies.
  • Maintain a deep understanding of client policies and guidelines, ensuring seamless support delivery.
  • Provide assistance with account and settings, resolving content ID and rights management issues.

Ideal Candidate Profile

  • You possess native-level fluency in Swedish and B2 English proficiency, with at least 12 months of experience in customer support within a contact center environment.
  • Familiarity with BPO KPIs, such as C-SAT, NPS, and SLAs, is essential.
  • Excellent computer skills, problem-solving abilities, and strong communication and negotiation skills are required.
  • You must be service-oriented, professional, and thorough in your approach.

What We Offer

  • A competitive salary range of €40,000 - €60,000 per annum, depending on experience.
  • Health insurance, life insurance, and family plan benefits.
  • A relocation package, including refund of up to €2,000 with the first payslip, assistance in finding accommodation, and support in obtaining necessary permits.
  • Meal allowance: €7.63 per day of work, paid in 11 instances on a meal card.
  • Performance bonuses and development opportunities, including potential roles as team leader or quality analyst.
  • Social events and a dynamic work environment.


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