Customer Service German Speaker

Job brief

We are currently seeking a Customer Service German Speaker who will be answering customer's queries via phone, e-mail or chat; troubleshooting;

Schedule : Monday to Friday | Rotative Shifts - TBC
Location : Onsite - Lisbon, Portugal
Relocation bonus of 2000€ (gross) paid with the first payroll cycle

Responsibilities

• Live chat, E-mail (Inbound Calls might occur accordingly with the project)
  Identifying the clients 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 and report on key performance indicators.

Requirements

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