Are you passionate about customer service and helping people find effective solutions? Would you like to work in an international environment and develop your skills in e-commerce and customer support?

We are looking for Operations Customer Experts to join our international customer service team in Lisbon, Portugal.

About the Role

As an Operations Customer Expert, you will be responsible for providing a professional, friendly, and efficient customer service experience.

You will assist customers with questions and issues related to orders, deliveries, payments, returns, and digital products. You will also work closely with external sellers and internal departments to ensure that customer issues are resolved effectively.

Your Responsibilities

• Listen carefully to customers' questions, concerns, and requests.

• Provide accurate information, answers, and practical solutions.

• Troubleshoot issues related to:

  • Orders

  • Deliveries

  • Payments

  • Returns

• Act as a point of contact for external sellers.

• Provide information and support regarding digital products.

• Escalate complex or unresolved issues to the appropriate departments.

• Reroute requests when necessary to ensure customers reach the right team.
• Maintain a professional, friendly, and customer-focused approach in every interaction.
• Work collaboratively with colleagues to provide a consistent customer experience.

Communication Channels

Customer support will primarily be provided through:

• Phone

• Email

Training

All new employees receive comprehensive training to prepare them for the role.

The training lasts 6 working days, with 8 hours per day, and covers:

• Introduction and integration into the team.

• Training on relevant computer software and systems.

• Comprehensive product and service training.

• Customer management techniques for phone and email support.

• On-the-job training.

• Practical application and independent implementation of the training content.

Candidates who successfully complete the training will proceed to the employment contract stage.

Working Conditions

• Full-time: 40 hours per week.

• Working day: 8 hours, plus a lunch break.

• Schedule: Rotational shifts from Monday to Sunday.

• Operating hours: 07:00–23:00.

• Location: Remote — anywhere within Portugal

• Work arrangement: 100% work from home

• Portuguese public holidays apply.

• Annual holiday entitlement according to Portuguese employment law.

• Health insurance available from the first day of employment

• Requirement: Candidates must currently reside in Portugal
• Home setup: Reliable internet and suitable home working environment

Employment Details

• Initial employment contract with a foreseeable duration of approximately 12 months.
• Employment beyond two years may transition to a permanent employment relationship, according to applicable conditions.
• Holiday and Christmas allowances are provided in accordance with Portuguese employment regulations.

• Meal allowance provided.

• Performance/productivity incentives may be available depending on applicable objectives.
• Training is compensated for candidates who successfully complete the training period.

What We're Looking For

• Fluent/native-level Dutch (C1/C2 or equivalent), both spoken and written.
• Good English communication skills for internal communication and training.

• Strong customer-service orientation. 

• Excellent verbal and written communication skills.
  

• Ability to listen actively and understand customer needs.

• Strong problem-solving skills.

• Ability to remain calm and professional when handling challenging situations.

• Good organizational and multitasking skills.

• Comfortable working with computers and learning new software.

• Ability to work independently and as part of an international team.

• Flexibility to work rotational shifts, including weekends.

• Previous experience in customer service, e-commerce, retail, technical support, or a similar environment is an advantage.

What You Can Expect

• Comprehensive onboarding and training.

• International and multicultural working environment.

• Opportunity to develop customer service and e-commerce expertise.

• Experience working with orders, deliveries, payments, returns, and digital products.

• Opportunities for professional development.

• Supportive team environment.

• Health insurance from the start of employment.

• Employment benefits in accordance with Portuguese regulations.

Join Our Team

If you are customer-focused, solution-oriented, and ready to develop your career in an international environment, we would love to hear from you. Share your CV to [email protected]