Are you passionate about customer service, technology, and building strong customer relationships? Do you enjoy helping people, solving problems, and identifying solutions that meet their needs?

We are looking for an Operations Customer Expert to join an international customer care team in Lisbon, Portugal, supporting customers in the Dutch market.

The Role

As an Operations Customer Expert, you will provide high-quality customer care and support across a variety of communication channels.

You will handle customer inquiries through inbound and outbound calls, email, social media, live chat, instant messaging, video calls, and other digital tools.

Your role will involve understanding customer needs, resolving questions and issues efficiently, and providing accurate information about products and services.

You will also be expected to identify relevant opportunities to recommend products or services that match individual customer needs, including upgrades, additional products, or other appropriate solutions.

Key Responsibilities

• Handle customer inquiries through inbound and outbound calls and digital channels.
• Respond to customer requests through email, social media, live chat, instant messaging, video calls, and other available communication tools.

• Provide accurate information about products and services.

• Troubleshoot devices and assist customers with replacement processes.

• Place customer orders and monitor delivery status.

• Understand customer needs and provide appropriate solutions.

• Handle customer concerns quickly, professionally, and effectively.

• Build and maintain strong, productive customer relationships.

• Identify opportunities to recommend relevant products and services.

• Support appropriate up-selling, cross-selling, lead generation, and upgrade opportunities.

• Deliver an excellent customer experience during every interaction.

• Identify, understand, and address customer needs while maintaining a high level of service.
• Work with internal tools and systems to ensure customer requests are handled efficiently.

Customer Experience Focus

The role combines customer care, technical support, and commercial awareness.

You will be expected to:

• Listen carefully to customers and understand their requirements.

• Provide clear and accurate information.

• Resolve problems efficiently.

• Recommend relevant solutions when appropriate.

• Maintain a professional and helpful approach.

• Build customer trust and long-term relationships.

Training

Comprehensive training is provided before you begin working independently.

The training period is approximately 6–7 working days, depending on the applicable training program, with 8 hours of training per day.

Training includes:

• Integration into the team and working environment

• Training on relevant computer software and systems

• Comprehensive product and service training

• Customer management training

• Training for telephone, email, chat, and other customer interactions

• On-the-job training

• Practical implementation of the training content

Candidates who successfully complete the training receive proportional compensation for the training period.

Please note that if training is terminated prematurely by the candidate, training compensation may not be provided. Additional expenses related to training are not reimbursed.

Working Conditions

• 40 hours per week

• 8 working hours per day

• Additional 1-hour lunch break

• Rotational shift pattern

• Monday to Sunday

• Working hours are scheduled within the applicable 09:00–18:00 operating window

• Workplace based in Lisbon, Portugal

Holidays & Annual Leave

Employees are covered by applicable Portuguese employment legislation.

• Portuguese public holidays apply.

• If you work on a Portuguese public holiday, a compensation day may be provided according to the applicable arrangements.
• Annual leave entitlement is in accordance with Portuguese law, with 22 days per year under the conditions described for the role.
• Holiday and Christmas bonuses are provided in accordance with Portuguese employment conditions and may be paid in monthly instalments.

Benefits

The employment package includes:

• Base salary

• Holiday and Christmas bonuses

• Meal allowance provided through a meal card

• Health insurance from the first day of the employment contract

• Potential accommodation benefit for eligible employees using company-provided accommodation
• Potential productivity bonus based on applicable performance and/or attendance objectives

• Applicable Portuguese income tax and social security arrangements

Accommodation

Eligible employees relocating to Portugal may have access to company-provided accommodation, subject to the applicable eligibility requirements and availability.

Accommodation is provided in company-rented apartments and is designed to make relocation to Portugal easier for eligible employees.

Employment Contract

• Candidates may sign a Selection Agreement during the final stage of recruitment.
• Successful candidates will sign an employment contract with an initial foreseeable duration of 12 months.
• Employment beyond two years is expected to transition to a permanent employment relationship, subject to applicable conditions.

Candidate Profile

We are looking for candidates who:

• Are fluent in Dutch and English

• Have excellent verbal and written communication skills

• Have a strong customer-service orientation

• Enjoy helping customers and solving problems

• Are comfortable communicating through phone and digital channels

• Can confidently explain products and services

• Have good troubleshooting and problem-solving abilities

• Are comfortable identifying relevant commercial opportunities

• Can work with multiple digital tools and systems

• Are adaptable and able to multitask

• Are comfortable working in a rotational schedule

• Can maintain professionalism when handling challenging customer situations

• Are motivated to build strong and productive customer relationships

Location

Lisbon, Portugal

This is an opportunity to develop your career in customer service, technical support, digital communication, and customer relationship management while working in an international environment and supporting the Dutch-speaking market.

Interested candidates please share your CV to asem.samatova@cbtalents.org