About The Role

• Resolve customer issues related to purchase, orders, shipping, set up, connectivity and warranties 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

• Deliver premium customer service through chat, email and phone channels.
• Respond to inquiries, troubleshoot problems, and provide information with a focus on exceeding customer expectations.

• 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.

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

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

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

• 30 min Teams interview with the Recruitment Team
• Language test if applicable to the role
• 45 min Teams interview with the Hiring Team

Your profile

• Minimum of 3-4 years of proven experience in Customer service, with a focus on live interactions, in chats, emails and/or phone channels
• Experience in supporting and troubleshooting tier 1 technical queries
• Have a growth, curious mindset, and ability to adapt to changing policies and guidelines.
• Ability to work independently and collaboratively in a fast-paced environment.
• Proficient in troubleshooting orders, shipping, connectivity, and operational issues.
• Excellent English written and verbal communication skills to C2 level
• Experience in supporting US and or/UK customers and advantage
• Possess a passion for delivering excellent customer service and a commitment to exceeding customer expectations.
• Demonstrate ability to handle challenging customer interactions with professionalism.

Why us?

• Fully Remote work based in Portugal
• A competitive salary
• An Oura Ring so that you can provide great customer support.
• Internet Allowance of 20 euros per month) and Meal Card Allowance of 7.63 Euros per working day
• A Permanent Employment Contract
• Equipment provided
• Home office allowance (Once off pay and claim to help you set up your home office)
• A Buddy on joining
• Online Gym and Wellbeing Studio.
• The opportunity for professional growth.
• Fun company events and team outings.
• Autonomy and Responsibility

About us