Position: Customer Service Representative Location: Lisbon, Portugal Work model: on site Employment type: fixed term (6 months) with possibility of extension / permanent contract DUTIES AND RESPONSIBILITIES: Handle customer interactions across various communication channels, including phone, email, live chat, and social media. Provide clear and accurate information in response to customer inquiries, following established company policies and procedures. Assist with general questions, product or service information, and basic technical support. Respond to incoming customer requests and accurately document relevant case details in the appropriate systems. Escalate complex or unresolved issues to the appropriate internal teams or higher-level support as necessary. Collaborate with colleagues and technical teams to resolve customer concerns and ensure proper case closure. Manage a personal queue of service tickets, prioritize tasks, and follow guidance from supervisors. Offer feedback to improve service processes and contribute to team knowledge sharing. REQUIREMENTS: Native / fluent in German (C2) both verbal and written. Fluent in English (minimum B2 level) Minimum 1 year of previous customer service experience Strong verbal and written communication skills across various platforms (phone, email, chat, social media). Basic understanding of customer service principles and the ability to follow standard procedures. Ability to handle technical inquiries and troubleshoot common issues with guidance. Ability to quickly learn new software and technologies Effective problem-solving skills and the ability to work collaboratively in a team-oriented environment. Organized, detail-oriented, and able to manage multiple tasks simultaneously. Willingness to learn and adapt in a fast-paced or evolving support environment. Working schedule: shift rotation, Monday to Friday: 5AM-22PM, rotating shifts OFFER: Opportunity to work with a leading global travel & tourism brand Competitive salary with performance-based incentives Professional growth opportunities within the BPO industry Collaborative and supportive work environment Access to exclusive travel perks and discounts Paid flight and accommodation provided And many more!