Customer Support Service-German Speaker

Customer Support Service-German Speaker

Porto, Portugal

Job Role:

Customer Support Language:
German

Schedule:

Monday to Friday | Rotative Shifts - TBC

Summarized JD:
Answering customer's queries via phone, e-mail or chat; troubleshooting;

Mandatory Skills

• 12 months of Customer Support within Contact Center (preferably);
• Knowledge of BPO KPI's: C-SAT (Customer Satisfaction); NPS (Net Promoter Score) & SLAs (Service Level Agreement)

Location:

Office - Based

Office

Location:

Lisbon (Anjos or Alcântara offices- TBC)

Recruitment Steps:
Initial Screening + WLA + Ops round + OLA + HR interview

Annual Base Salary:
From C&B

Language:
Premium Bonus/Monthly: 235

Meal allowance/Daily: 7,63/ work day paid in meal card (net amount)

Transportation Bonus /year

Yearly Target Bonus: 5% of the yearly gross base salary

Total Salary/Monthly + benefits

Other Benefits:
Health Insurance & Life Insurance & Family Plan (Spouse and Children)

Type of

Contract:

1 month training contract + 1 year FTC w/ 30 days probation

Relocation Support (for people moving from outside of Continental Portugal)

Bureaucratic support to get the NIF and NISS

Assistance in finding house according to the needs of the candidate

Relocation bonus of (gross) paid with the first payroll cycle

JD Overview

Live chat, E-mail (Inbound Calls might occur accordingly with the project)

Identifying the clients problem; troubleshooting them to find the solution

Documenting each action you take; and categorizing cases and possible bugs

Understand and remain up to date with client's policies and guidelines

"Policy, 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)

Analyze data and trends in order to create meaningful insights for customers & report on key performance indicators.