Advanced Customer Support Specialist with Multilingual Expertise

Há 3 dias


Lisboa, Lisboa, Portugal Snaphunt Tempo inteiro

Company Overview

Multilingual recruitment company Snaphunt, based in Copenhagen, Denmark, and Sliema, Malta, specializes in recruiting Scandinavians, Dutch, German, and Finnish talent for various positions across Europe.

The core of our mission is to provide support to individuals seeking a great job abroad and helping them feel secure during their transition to a new country.

Salary

We offer a competitive salary, estimated to be around 2,500-3,000 euros per month, reflecting the industry standards and location.

Job Description

As an Advanced Customer Support Specialist, you will play a crucial role in providing top-notch support to clients who utilize our client's paid products. Your daily tasks will include:

  • Offering general and technical assistance to customers using premium services, music subscriptions, super chat, super stickers, movies and shows, or channel memberships.
  • Escalating complex problems according to established procedures.
  • Managing policy, safety, and copyright matters, such as understanding ads navigation policies, and copyright guidelines.
  • Troubleshooting various issues, including problems with video playback, uploads, account and settings bugs, membership issues, and more.
  • Providing customer support for monetization purposes, educating clients on how to make money and optimize their channels.
  • Staying updated on clients' policies and guidelines.
  • Assisting with account and settings, resolving content ID and rights management issues.

Required Skills and Qualifications

To succeed in this role, you should possess:

  • Czech language proficiency at a native level, along with fluency in English (B2).
  • A minimum of 12 months of experience in Customer Support within a Contact Center environment, making you eligible for senior agent consideration.
  • Familiarity with BPO KPIs, including C-SAT, NPS, and SLAs.
  • Strong computer handling skills and excellent problem-solving abilities, with the capacity for research and identifying relevant information.
  • Excellent communication and negotiation skills, with a service-oriented, professional, and thorough approach.

Benefits

In addition to your salary, you can expect:

  • A comprehensive relocation package, featuring a refund of up to 2000 euros with your first payslip, assistance in finding accommodation, help with obtaining a Portuguese tax number (NIF), and residence permit.
  • A meal allowance of 7.63 euros per workday, paid through a meal card in 11 instances.
  • Performance bonuses and opportunities for development, including potential promotions to team leader, quality analyst, HR department, or moving to another project.
  • Social events and other benefits that enhance your work experience.


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