German-Speaking Customer Support Agent

Job Title: German-Speaking Customer Support Agent

Company: Cross Border Talents

Location: Lisbon, Portugal 

Schedule: Monday to Friday, Rotative Shifts - 

Starting Date: To be informed

Job Overview:

We are seeking skilled German-speaking Customer Support Agents to join our team at Cross Border Talents in Lisbon, Portugal. This role involves assisting customers via phone, email, and chat, troubleshooting issues, and providing insights to improve customer satisfaction. Youll support projects related to a GPS Navigation Tool or a Streaming Platform.

Responsibilities:

• Handle customer queries through phone, email, or chat.
• Diagnose and troubleshoot issues, providing solutions to clients.
• Log actions and categorize cases, identifying potential bugs.
• Stay updated on client policies, including Policy, Safety, and Copyright management.
• Identify and resolve technical issues such as video playback, account issues, and membership-related problems.
• Analyze data trends to report meaningful insights and performance metrics.

Requirements:

• Fluency in German (spoken and written).
• At least 12 months of Customer Support experience in a Contact Center (preferred).
• Understanding of BPO KPIs including:
  • C-SAT (Customer Satisfaction)
  • NPS (Net Promoter Score)
  • SLAs (Service Level Agreement)

Compensation & Benefits:

• Annual Base Salary: 16,800 (approximate)
• Premium Bonus (Monthly): 235
• Meal Allowance (Daily): 7.63/workday paid via meal card (net).
• Transportation Bonus: 720/year
• Yearly Target Bonus: 5% of the yearly gross base salary
• Total Monthly Salary: 1,402 + benefits
• Health Insurance & Life Insurance & Family Plan (Spouse & Children)

Contract Type:

• 1-month Training Contract + 1-year Fixed-Term Contract (FTC) with a 30-day probation period

Relocation Support (if moving from outside Continental Portugal):

• Assistance with obtaining NIF (tax number) and NISS (social security number).
• Help in finding accommodation tailored to your needs.
• Relocation bonus of 2,000 (gross) paid within the first payroll cycle.

Recruitment Steps:

Initial Screening WLA Operations Round OLA HR Interview

About Cross Border Talents:

Since 2014, Cross Border Talents has been connecting top talent with leading employers in beautiful cities across Europe. With 3 Seals of Excellence awarded by the European Commission, we continue to fulfill over 1,000 job openings per month across 10 EU countries, improving the quality of work-life for candidates with global recruiters and advanced algorithms.

Ready to Apply?