Customer Support Service-German Speaker Porto

Customer Support Service-German Speaker
Porto
Porto, Porto District, Portugal

Job role: Customer Support

Language: German

Schedule: Monday to Friday | Rotative Shifts - TBC

Responsibilities include answering customer's queries via phone,
- mail, or chat; troubleshooting issues; documenting actions; categorizing cases and bugs; understanding and adhering to client policies and guidelines such as 'Policy, Safety and Copyright management'; troubleshooting various problems like video playback, uploading, account, bugs, and membership issues; analyzing data and trends to generate insights; and reporting on key performance indicators.

Mandatory Skills:

• 12 months of Customer Support experience within a Contact Center (preferably)
• Knowledge of BPO KPIs: C-SAT (Customer Satisfaction), NPS (Net Promoter Score), and SLAs (Service Level Agreement)

Location: Office-based in Lisbon (Anjos or Alcântara offices - TBC)

Recruitment Steps: Initial Screening, WLA, Operations round, OLA, HR interview

Compensation and Benefits:

• Annual Base Salary: From C&B
• Premium Bonus/Monthly: 235
• Meal allowance: Daily 7. 63 (paid in meal card, net amount)
• Transportation Bonus: Yearly
• 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 with 30 days probation

Relocation Support: For candidates moving from outside of Continental Portugal, including bureaucratic support for NIF and NISS, assistance in finding housing, and a relocation bonus paid with the first payroll cycle.