Customer Support Service-German Speaker Porto

Overview

About the job: Customer Support Service-German Speaker

Job role: Customer Support

Language: German

Location: Office Based

Schedule

Schedule Monday to Friday | Rotative Shifts - TBC

Requirements

• 12 months of Customer Support within Contact Center (preferably)
• Knowledge of BPO KPI's: C-SAT (Customer Satisfaction); NPS (Net Promoter Score)

Compensation & Benefits

• Annual Base Salary From
• C&B
• Premium Bonus/Monthly
• 235
• Meal allowance/Daily 7, 63/ work day paid in meal card (net amount)
• Transportation Bonus /year
• Yearly Target Bonus 5% of the yearly gross base salary
• Total Salary/Monthly + benefits
• Other Benefits Health Insurance & Life Insurance & Family Plan (Spouse and Children)
• Type of Contract 1 month training contract + 1 year FTC w/ 30 days probation
• Relocation Support (for people moving from outside of Continental Portugal)
• Bureaucratic support to get the NIF and NISS
• Assistance in finding house according to the needs of the candidate
• Relocation bonus of (gross) paid with the first payroll cycle

Recruitment steps

Recruitment Steps Initial Screening + WLA + Ops round + OLA + HR interview

Role & Responsibilities

• Live chat, E-mail (Inbound Calls might occur accordingly with the project)
• Identifying the client's problem; troubleshooting them to find the solution
• Documenting each action you take; and categorizing cases and possible bugs
• Understand and remain up to date with client's policies and guidelines
• "Policy, Safety and Copyright management" (e. g Understand ads, navigation policy and copyright guidelines)
• Troubleshoot different problems (e. g. problems with playing videos, uploading, account & bugs issues, membership issues)
• Analyze data and trends in order to create meaningful insights for customers