Senior Customer Support Agent

3 semanas atrás

Lisbon, Portugal Job Squad Tempo inteiro

Multi-Lingual recruitment company based in Copenhagen, Denmark, and Sliema, Malta. We are specialized in recruiting Scandinavians, Dutch, German, and Finnish to various positions around Europe. The core of the company is our mission to help people get a great job abroad and to feel safe in their transition to a life in a new country.

The Role

Your daily work will include tasks like these:

  • Provide general and technical support to customers who use any of paid products (Premium, Music, super chat, super stickers, movies and shows OR channel memberships)
  • Escalate complex problems according to defined procedures.
  • Policiy, Safety and Copyright management (e.g Understand ads, navigation policy and copyright guidelines)
  • Troubleshoot different problems (e.g problems with playing videos, uploading, account & bugs issues, membership issues)
  • Customer Support for monetization purposes (e.g. How to make money & optimize channel)
  • Understand and remain up to date with client's policies and guidelines
  • Support with Account and Settings (e.g. Resolve content ID and rights management issues)

Ideal Profile

  • You speak and write Italian at a native level and you are fluent in English (B2).
  • Experience; At least 12 months of Customer Support within Contact Center to be considered a Senior Agent. Knowledge of BPO KPI's: 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 you are service-oriented, professional, and thorough.

What's on Offer?

  • 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

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