Customer Support Specialist with Benefits

4 semanas atrás


Lisboa, Lisboa, Portugal Snaphunt Tempo inteiro

Why Snaphunt

We are a multi-lingual recruitment company based in Copenhagen, Denmark, and Sliema, Malta. Our mission is to help people find great jobs abroad and feel safe during their transition to a new country.

About the Role

This Senior Customer Support Agent position at Snaphunt offers a unique opportunity to work with a diverse client base and provide excellent support to customers using our paid products. As a key member of our team, you will be responsible for resolving complex issues, escalating problems according to defined procedures, and providing general and technical support.

Responsibilities

  • Provide general and technical support to customers who use our paid products (Premium, Music, super chat, super stickers, movies and shows OR channel memberships)
  • Escalate complex problems according to defined procedures.
  • Manage policies, safety, and copyright guidelines (e.g., understand ads, navigation policy, and copyright guidelines)
  • Troubleshoot different problems (e.g., issues with playing videos, uploading, account & bugs issues, membership issues)
  • Support monetization purposes (e.g., how to make money & optimize channels)
  • Stay up-to-date with clients' policies and guidelines
  • Support with Account and Settings (e.g., resolve content ID and rights management issues)

Requirements

  • You speak and write Danish at a native level and are fluent in English (B2).
  • Experience: At least 12 months of 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)
  • You have a good understanding and level of computer handling skills.
  • Excellent problem-solving skills with the capability of research and identification of the right information.
  • You have strong communication and negotiation skills and are service-oriented, professional, and thorough.

Benefits

  • Health Insurance & Life Insurance & Family Plan (Spouse and Children)
  • Relocation package: refund of up to 2000 euros with the first payslip, assistance in finding accommodation, support in obtaining NIF (Portuguese tax number) and NISS (required for residence permit)
  • Meal allowance: 7.63 € per day of work, paid in 11 instances on a meal card
  • Performance bonuses
  • Development opportunities (move to another project, team leader, quality analyst, HR department)
  • Social events

What We Offer

Our company provides a supportive and dynamic work environment, with opportunities for growth and development. The estimated salary for this position is around 30000 - 35000 € per year, depending on experience and qualifications.



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