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This job will provide you with an opportunity to further your career alongside some of the best and most passionate technology experts from around the world in a leading company within the test, measurement and data analytics industry. You will be a strong contributor collaborating closely with colleagues from various business functions.At HBK, we live up to our three values: Be True, Own It and Aim High. We believe in absolute integrity – it’s how we win for stakeholders, the environment and each other. We believe in teamwork and keeping our promises – to ourselves and others. Finally, we believe in being bold and positive. This is how we perform at our best and achieve greater success.The positionWe are currently looking for a Customer Support Agent - Sales reporting to the Customer Care Manager for Central Europe.This position is based in Porto, Portugal, and requires fluency in both German and EnglishYou will be part of a dynamic team that is connected to a larger global organization. You’ll interact with customers from various industries and regions, collaborate across borders, and work closely with our factories—primarily in Denmark and Germany.At HBK, we aim to empower the InnovatorsWhether you are a colleague or client, our job is to make your achievements more attainable, innovative and sustainable.To support our clients in being the best they can be, we rely on a team of first-class Customer Care heroes who serve as their go-to contacts whenever support is needed. Whether it's assistance with quotes and orders or handling ad hoc inquiries, the Customer Care team is often the first point of contact—and the face of HBK.By qualifying, registering, and assigning queries to the most relevant internal departments, our Customer Care professionals play a key role in ensuring our clients feel supported. Thanks to their organizational skills and customer focus, our clients trust that once they’ve reached out to us, they’re in good hands.To further strengthen our Customer Care team in Europe, we have consolidated the team into three regions: Northern Europe, Southern Europe, and Central Europe.Primary responsibilities As a Customer Support Agent, you will handle customer phone calls, emails, and requests for RFQ’S, orders, repairs and recalibrations in alignment with HBK’s strategy. With support from your manager, your daily responsibilities will include:Handling daily customer calls, chat and web shopProcessing external and internal emailsProviding after-sales support and registering customer complaintsProviding fast and efficient resolution of high volume of first line of customer queries or complaints, resolving or triaging as appropriate and obtaining NPS feedbackBeing the first line of contact to the enquiring customer, providing a positive and constructive experience and follow from resolution through the correct channels or e-commerce solutionManaging complaints with empathy and understanding, identifying the appropriate source of resolution, ensuring follow up and complaint closed to the customer’s satisfaction. Ensuring data records are completed effectively to allow analysis and follow up in the process of Continuous ImprovementResolving issues where possible and following the escalation procedure where necessary, maintaining sensitivity to the need to hand over the customerProfessional qualifications You need to have a successful experience in Customer Support and/or Customer service and/or Sales team.You feel comfortable with customers from various technical environments, you are efficient, autonomous, and resilient. You have a good business acumen, and you are well organised.You should have proven experience in Customer Support, Customer Service, or working within a Sales team.You are confident interacting with customers from various technical backgrounds, and you demonstrate efficiency, autonomy, and resilience. You possess strong business acumen and are well-organized.Personal skillsStrong collaborative teamwork skills with multicultural awareness; able to work effectively in an international environmentExperience in Sales and/or Customer Service with high customer orientationCommercial understanding, problem solvingExcellent verbal and written communication skillsDriven by customer satisfaction and attention to detailsTarget- and detail-oriented, self-motivated, and adaptableProficient in Microsoft Office (Excel, Word, Outlook); SalesForce CRM experienceas well as SAP S4 HANA sales & logisticsFluent in German and English; additional languages are a plusExcellent organizational skills and attention to detailQuick learner with strong retention skillsAbility to multitask in a fast-paced, high-demand environment
