Position: Customer Service Representative
Location: Lisbon, Portugal
Work model: on site
Employment type: fixed term (6 months) with possibility of extension / permanent contract
Remuneration: Base salary
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 softwares 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
* And many more!