Customer Support Agent - French Lisboa

Customer Support Agent - French
Lisboa
Lisboa, Lisboa, Portugal

Full-time in office

Location: Alcântara, Lisbon

Schedule: Rotative between Monday to Saturday, 8h to 22h

Channels: Live inbound phone calls, emails, and live chat

Description

Recently, streaming companies and websites have been shifting viewers from traditional TV to new services and devices. This project supports one of the most popular video streaming websites in the world.

As part of a multicultural team based in Lisbon, you will provide outstanding
- channel support to users of the service.

Requirements

• Experience in direct customer service, preferably in a contact center environment.
• Experience in live customer support (phone, chat, email,
  - person) is preferred.
• Native or proficient French language skills and B2 or above in English.
• Excellent written and spoken communication skills.
• Strong attention to detail and high standards of accuracy and efficiency.
• Ability to understand customer needs through active listening and probing.
• Empathy and ability to handle customer emotions.
• Organizational skills to manage time and tasks effectively.
• Quick learner, adaptable, and capable of understanding evolving processes.
• Proficiency with Google products, digital platforms, and general
  - savviness.
• Knowledge of KPIs such as C-SAT, NPS, and SLAs.
• Willingness to work flexible hours, including evenings, weekends, and holidays.

Responsibilities

• Respond to customer queries via live calls, email, or chat, identify issues, troubleshoot solutions, document actions, and categorize cases for engineering teams.
• Assist
  - generating accounts, resolving problems promptly.
• Identify and escalate complex issues following procedures.
• Provide excellent customer support to ensure satisfaction.

Our offer

• Base salary plus bonuses
• Paid training and contract
• Relocation package for eligible candidates moving to Lisbon
• Training and development opportunities
• Private health insurance for employee and family
• Life insurance
• Child benefits including Nursery and Student Vouchers
• Employee Assistance Program (EAP) for wellbeing
• Discount memberships at various gyms across Portugal
• Corporate discounts through partnerships (Pestana Hotels, Carnext, Huawei, Apple, MEO)
• Access to refreshments at Cognizant offices