Customer Support Advisor - Lisbon, Portugal - Otonomee

Otonomee Lisbon, Portugal

há 1 semana

Tempo integral

Descrição

About The Role

ABOUT THE ROLE

We are looking for a Customer Support Specialist to join the team. This is a permanent work from home position based in Portugal. This is an exciting opportunity for an experienced Customer Support Agent.

WHAT YOU'LL BE DOING

Customer Support:

Resolve customer issues related to purchase, orders Resolve customer issues related to purchase, orders, shipping, and warranty with precision.
Provide attentive responses to customers that incorporate a thorough understanding of their concerns and offer step-by-step guidance and solutions to satisfy questions or remedy issues

Customer Interaction:

Deliver premium customer service through both chat and phone channels.
Respond to inquiries, troubleshoot problems, and provide information with a focus on exceeding customer expectations.
Exceptional verbal and written communication skills. Ability to articulate information clearly and concisely.

Proactive Problem-Solving:

Anticipate and address potential issues, preventing disruptions before they impact the customer experience.
Collaborate with other teams to identify recurring problems and contribute to continuous improvement initiatives.

Product Knowledge:

Maintain up-to-date knowledge of our products and services to effectively assist customers.
Contribute to the creation and updating of knowledge base articles for internal and customer reference.

Empathy and Communication:

Demonstrate empathy and active listening skills during customer interactions.
Communicate complex concepts in a clear and understandable manner.

Quality Assurance:

Adhere to established quality standards in all customer interactions.
Participate in regular training sessions to stay abreast of industry developments and enhance skill sets.

Your profile

Mandatory Qualifications:

Danish OR Finnish - Native or C1/C2
English B2 or above
High school diploma or equivalent
Minimum of 1-2 years of proven experience in Customer service, with a focus on live interactions, in both chat and/or phone channels
Have a growth, curious mindset and ability to adapt to changing policies and guidelines.
Proficient in troubleshooting order, shipping, and operational issues.
Familiarity with CRM systems and knowledge base tools.
Excellent written and verbal communication skills
Possess a passion for delivering excellent customer service and a commitment to exceeding customer expectations.
Demonstrate ability to handle challenging customer interactions with professionalism.

Preferred Qualifications:

Be the voice of the customer, advocate for an experience aligned with the brand.
Share feedback through appropriate channels.
Possess a passion for delivering excellent customer service and a commitment to exceeding customer expectations.
Demonstrate ability to handle challenging customer interactions with professionalism.
Ability to collaborate with cross-functional teams and contribute to a positive team environment

Why us?

WHAT YOU GET IN RETURN:

Fully Remote work based in Portugal
A competitive salary
Internet Allowance (20 Euros per month) and Meal Allowance (7.63 Euros daily)
A Permanent Employment Contract
Equipment provided
Home office allowance
A Buddy on joining
Online Gym and Wellbeing Studio.
The opportunity for professional growth.
Fun company events and team outings.
Autonomy and Responsibility

OUR RECRUITMENT PROCESS (3 stages)

30 min Teams interview with the Recruitment Team
Language test
45 min Teams interview with the Hiring Team

About us

Otonomee is a purpose-built, fully remote BPO. Otonomee was founded in 2020, to provide a different offering in the BPO industry. By leveraging our remote working model, we provide premium Customer Experience with a high quality, flexible entrepreneurial approach.

Our clients are scaling Brands requiring global support, who share our commitment to great Customer Service by promoting a positive employee experience and a sustainable & equitable future