Customer Support Specialist Dutch

Position: Customer Support Specialist

Location: Lisbon, Portugal

Employment type: Full-time

DUTIES AND RESPONSIBILITIES:

• Assist customers of a video streaming platform using multiple channels as assigned depending on the need (incoming telephone calls, emails and chat)
• Identify issues the clients are facing, handle complaints, provide solutions and alternatives, guide customers within the time limits
• Use cheat sheets, guides and protocols provided during the training
• Ensure customer satisfaction and provide professional customer support
• Identify when the issue should be re-assigned to another department
• Collaborate with other agents or teams in case of more complex cases
• Document each action taken in a CRM system in detail

REQUIREMENTS:

• Native/near native of Dutch/Flemish language, both oral and written. Fluent in English (at least B2 level)
• At least one year of proven customer communication experience (E-mail & Phone)
• Ability to cover 3 day shifts rotation including weekends
• Accurate, efficient, and respectful communication manner
• Problem-solving and critical thinking skills
• A resourceful and stress-resilient personality that can adapt and remain calm in all situations
• Social Media Savviness
• Strong working knowledge of external systems and PC based internet and software applications (e.g. internet, Microsoft Office)

BENEFITS:

• Lunch vouchers
• Shifts 5 times a week covering line operating hours from Monday to Sunday 7 AM - 7 PM (two consecutive days off)
• Transportation vouchers
• Life insurance, health insurance
• Dynamic and creative team with a positive and friendly atmosphere
• Guidance and tools to reach your full potential
• Relocation support