Customer Support Agent - German Speaking - Lisbon

Position: German Customer Support Agent

Location: Lisbon, Portugal

Employment type: Full-time

DUTIES AND RESPONSIBILITIES:

• Communicate with customers using various channels (telephone, email and chat)


• Ensure customer satisfaction and provide professional customer support


• Handle customer complaints, provide appropriate solutions and alternatives within the time limits and follow


• Identify the issue the client is facing, troubleshoot and provide the solution


• Identify when the issue should be re-assigned to another department or more senior representative


• Collaborate with other specialists to solve or properly close help tickets  


• Document each action taken and categorize cases and possible bugs, so that our engineering team can address them


• Maintain and update all job-related administrative forms


• Support customers who own a premium membership of a streaming platform.

REQUIREMENTS:

• Native/fluent in German, both oral and written. Fluent in English (at least B2 level)


• Possess excellent writing and verbal communication skills to simplify technical language for non-technical users  


• Resourceful and stress resilient personality that can adapt and remain calm in all situations


• Ability to meet tight deadlines with minimum supervision and in timely manner


• Ability to work independently, while being team player at the same time

OFFER:

• Excellent remuneration package based on experience, skills and performance


• Be part of a dynamic and creative team with positive and friendly atmosphere


• Guidance and tools to reach your full potential


• Meal allowance


• Shifts on weekly rotation with colleagues covering line opening hours from Monday to Sunday 7 AM - 11 PM


• Transportation allowance


• Private health insurance


• Yearly performance bonus


• Relocation allowance and assistance in finding accommodation