Customer Support Advisor (Remote)

About The Role

Job Title: Customer Support Advisor
Location: Remote based in (Portugal)
Terms: Permanente Contract / Full-Time 40h weekly
Salary: Annual Gross 15.250 Euros (inclusive of holidays Allowances)
Schedule : Monday to Friday – 8h shifts covering 12pm to 12am
Shift 1 – 12pm to 20h30 / Shift 2 – 15h30 to 12am

ABOUT THE ROLE

We are looking for a tech-savvy Customer Support Advisor who is passionate about delivering outstanding customer service via phone and email. If you enjoy problem-solving and helping customers thrive, we would love to hear from you!
This is a work-from home position based in Portugal.

WHAT YOU’LL BE DOING

Customer Support Excellence:

• Provide prompt, friendly, and accurate support to customers via phone call-backs (scheduled through the app) and email.
• Offer clear, step-by-step guidance to resolve questions and ensure a smooth customer experience.

Customer Interaction:

• Respond to inquiries with empathy, professionalism, and an understanding of customer needs.
• Proactively engage with customers to exceed their expectations, offering solutions that leave a lasting positive impression.

Proactive Problem Solving:

• Stay ahead of potential issues by identifying and addressing problems before they escalate.
• Collaborate with internal teams to share insights, identify recurring challenges, and contribute to improvements in processes and products.

Product Expertise:

• Maintain in-depth knowledge of customers platform to assist customers effectively and confidently.
• Contribute to building and updating internal resources and customer-facing knowledge base articles to empower others.

Empathy and Clear Communication:

• Demonstrate active listening, ensuring customers feel understood and valued.
• Simplify complex technical information into easy-to-understand instructions.

Continuous Learning & Quality Assurance:

• Uphold commitment to delivering high-quality support by adhering to best practices and quality standards.
• Participate in ongoing training and stay up to date with our evolving platform and industry trends.

Your profile

ABOUT YOU
To thrive in this role, you should possess the following qualifications and attributes:

• 
  Experience: 2-3 years in customer support, with a focus on live interactions (email and phone). Previous experience with US, UK, Australian, or New Zealand customers is a plus.
• 
  Tech-Savvy: Comfortable with technology and able to troubleshoot tier 1 technical issues.
• 
  Communication Skills: Exceptional English communication skills (both written and verbal), with the ability to articulate solutions clearly and effectively.
• 
  Customer Focus: A passion for delivering outstanding customer service and a commitment to resolving issues with empathy and professionalism.
• 
  Adaptability: Comfortable working in a fast-paced environment and embracing change.
• 
  Team-Oriented: Ability to work both independently and collaboratively, contributing to a supportive and proactive team environment.
• 
  Growth Mindset: A curiosity and eagerness to learn, adapt, and contribute to continuous improvement.

Why us?

WHAT YOU GET IN RETURN:

• Fully Remote work based in Portugal
• A competitive salary
• Internet Allowance (20 Euros per month) and Meal Allowance (7.63 Euros daily)
• Equipment provided
• Home office allowance
• A Buddy on joining
• Online Gym and Wellbeing Studio.
• The opportunity for professional growth.
• Fun company events and team outings.
• Autonomy and Responsibility

OUR RECRUITMENT PROCESS

• 30 min Teams interview with the Recruitment Team
• Language Assessment test
• 45 min Teams interview with the Hiring Team

About us