Service Representative

1000 Lisboa, Lisboa Smart‑Recruitments

Our client is a world’s leading outsourcing company providing services related to customer/technical support and content moderation. Since its establishment, they have consistently and successfully fulfilled their mission of creating inclusive and differentiated teams of experts providing help for customers across many other professional domains.

About the project

You will support Arabic‑speaking clients of the biggest social media platform in the world. Providing technical support designed in a B2B approach to adapt to the company’s clients’ needs to sustain and expand their businesses as social media content creators.

What you will be doing

• Supporting clients by multiple communication channels (phone or email)
• Providing pre‑ and post‑sales support for all self‑service products
• Providing product and tool support to improve clients’ experience
• Identifying trends and solving problems facing multiple SMB clients

Requirements

• Fluency in Arabic and French (minimum C1)
• Communicative level of English (minimum B2)
• Ability to communicate clearly and effectively

What we offer

• Base salary: 1200 €/month gross
• Accommodation provided by the company in Lisbon (discounted)
• Relocation package for candidates from abroad
• Initial contract of 12 months, permanent after 2 years (or 1 renewal)
• Private health insurance after contract signature (additional to standard insurance)
• Airport pick‑up and administrative assistance with registration in Portugal for international candidates
• Reimbursement of initial flight expenses after 9 months of successful integration
• Yearly complementary two‑way flight ticket to any EU country
• Accommodation in one of the company’s shared apartments
• Free Portuguese lessons, sports activities, cooking lessons and more

Customer Support

• Provide front‑line support and act as primary contact for clients
• Log all questions, incidents, problems and requests with accurate and complete information
• Research and respond to all calls, e‑mails, and requests in a professional, prompt, and timely manner
• Perform first‑level technical troubleshooting and problem solving
• Fulfil reporting, data extraction and application configuration requests
• Escalate requests and incidents to the next level of tier support based on guidelines and procedures
• Provide ongoing, regular updates to customers to keep them appraised of progress toward problem resolution
• Support internal project and development teams during new product releases roll‑out
• Drive continual improvement into monitoring/measurement/alerting practices and tools
• Work in alternating shifts (earliest start 6:00 AM, latest finish 19:00 PM)
• Occasional Saturday for technical operations with customers on an alternating schedule

Qualifications & skills

• Fluent in both French and English (near native level)
• Analytic and problem‑solving skills
• Ability and willingness to acquire in‑depth knowledge of different technologies and products
• Relevant academic background (3 years min. )
• Previous experience in similar functions
• SQL (nice to have)
• AS400
• Banking knowledge and Stock (nice to have)

Customer Support with Dutch

• Provide support to high‑level clients via chat, email, and phone
• Assist customers with the self‑serve advertising platform and related tools
• Deliver pre‑ and post‑sales support for digital advertising products
• Troubleshoot and resolve technical issues, e. g. , bugs or delivery errors
• Communicate updates and resolutions to clients in a timely and professional manner
• Identify opportunities for customers to enhance advertising performance
• Gather client feedback and share product insights to improve user experience

Candidate profile

• Fluency in Dutch (mandatory) and proficient English
• Strong communication, problem‑solving and interpersonal skills
• Basic technical proficiency and computer skills
• Ability to manage multiple tasks in a fast‑paced environment
• Team player with proactive and customer‑orientated mindset
• Previous experience in customer support or digital marketing is valued but not required

Compensation & benefits

• Competitive monthly salary
• Performance‑based bonuses
• Health insurance and employee discounts
• Meal allowance
• Relocation support (for candidates moving from within Europe)
• Full training provided and paid
• Real career progression opportunities in a leading industry

Customer Support with Turkish – Lisbon

• Support Turkish‑speaking clients of the biggest social media platform in the world
• Provide technical support via phone or email
• Provide pre‑ and post‑sales support for all self‑service products
• Provide product and tool support to improve clients’ experience
• Identify trends and solve problems facing multiple SMB clients

Required skills

• Fluency in Turkish (minimum C1)
• Communicative level of English (minimum B2)
• Ability to communicate clearly and effectively

Other Turkish opening

• Base salary: 1360 €/month gross
• Accommodation provided by the company in Lisbon (discounted)
• Relocation package for candidates from abroad
• Initial contract 12 months, permanent after 2 years (or 1 renewal)
• Private health insurance after contract signature

Customer Support/Compliance Specialist with Polish

• Support customers via phone, e‑mail and web chat
• Guide users through PCI‑DSS compliance process, step‑by‑step
• Help users access and navigate the online platform
• Resolve issues on first contact by efficiently collecting needed information
• Spot opportunities to recommend relevant products and services
• Handle difficult or assertive conversations calmly and respectfully
• Accurately document all interactions using internal systems
• Meet performance targets and adhere to service level standards

Success factors

• High school diploma or equivalent
• 1+ year of experience in a customer support role, preferably in a call center
• Fluency in Polish (C1) and professional level of English (B2)
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook)
• Collaborative, upbeat and customer‑focused
• Clear communicator with active listening skills
• Professional phone presence and soft skills
• Detail‑oriented and able to handle multiple tasks
• Solid decision‑making and problem‑solving abilities
• Available to work flexible shifts while displaying impeccable schedule adherence

Benefits

• Innovation culture – be part of a forward‑thinking team
• Global impact – shape the future of global outsourcing and CX
• Career growth – opportunities for professional development and advancement
• Competitive benefits – attractive compensation, health benefits, flexible work arrangements
• Work from the city centre of Lisbon

Recruitment process

• Step 1: Phone screening
• Step 2: Tests
• Step 3: Interview

Equal opportunity statement

We take pride in our approach to diversity and equity. Everyone is welcome regardless of race, gender, religion, sexual orientation, dependents, age, disability, background, or any other factor.