Customer Support Resolution Specialist

Há 1 mês


Lisboa, Lisboa, Portugal Buscojobs Portugal Tempo inteiro
Job Description

We are seeking a highly skilled Customer Support Resolution Specialist to join our Global Customer Support team in Lisbon, Portugal.

This role involves analyzing customer complaints, delivering exceptional issue resolution, and enhancing our support quality through direct communication via calls, emails, and chat. As a key member of the team, you will work closely with Operations Strategy, Support Strategy, and Asset Management to provide seamless support to our customers.

Key Responsibilities:
  • Analyze customer complaints and resolve issues through direct communication via calls, emails, and chat.
  • Review daily customer interactions to ensure quality, provide feedback, and support Customer Satisfaction (CSat) follow-ups.
  • Maintain and update Knowledge Base resources for accurate and consistent customer support.
  • Monitor recurring customer issues, suggesting process improvements for a more efficient support experience.
  • Support all complaints at every step of the customer journey, providing assistance on Google My Business (GMB), TrustPilot, and other social media platforms.
Requirements:
  • Minimum of 2 years in Customer Support roles, preferably in Travel & Tourism, Rent-a-car or hospitality industries.
  • Familiarity with workflow and ticketing platforms, with experience managing cases from multiple sources.
  • Proficient with GMB, TrustPilot, and other review and social media platforms for managing online customer feedback.
  • Experience with outbound customer communication and follow-ups to ensure complete issue resolution.
  • Customer-centric approach with a strong ability to empathize and resolve issues effectively.
  • Strong verbal and written communication skills.
  • Fluency in English is mandatory.

Estimated Salary: €28,000 - €35,000 per year



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