Customer Support Agent (Remote)

About The Role

Job Title: Customer Support Agent
Location: Remote based in (Portugal)
Terms: Permanente Contract / Full-Time 40h weekly
Salary: Annual Gross 15.250 Euros (Including Holiday and Christmas Allowance)
Schedule: Monday to Friday 12.00 – 20.30pm – moving later to 17.00 – 01.30am

ABOUT THE ROLE

This is an exciting opportunity for someone who is an empathic and passionate individual. In this role, you will be at the forefront of providing customer support to our customers, handling a variety of cases [Refunds, delivery queries, escalations, basic troubleshooting and more] via email, webchat and social media. The ideal candidate is someone who embodies proactive initiative, self-motivation, with an interest in Wellness/Technology.

The successful candidate will be supporting our partner Slendertone.

This is a permanent work from home role so the only commute you will need to worry about is getting to your home desk

WHAT YOU’LL BE DOING

• Delivering exceptional customer service by responding promptly to customer queries via email, webchat and social media, while maintaining a high standard of quality and empathy.
• Supporting a variety of customer queries including refunds, delivery queries, escalations to other departments, basic technical troubleshooting and more.
• Actively maintaining a strong focus on customer satisfaction and adhering to defined response time expectations.
• Responding to customer product and service reviews, reflecting a commitment to understanding and meeting customer expectations.
• Maintaining current awareness of ongoing product changes, proactively ensuring knowledge is up to date and aligned with evolving product offerings.
• Demonstrating a consistent productivity by assuming full responsibility of assigned tasks, while upholding a high standard of quality.
• Proficiently initiate escalation tickets to the relevant departments as needed, ensuring a streamlined and effective process for addressing and resolving complex issues within the specified protocols and timelines.
• Contributing daily to process improvement; Assisting with ad-hoc tasks such as building documentation and knowledge base material to support the wider team, during idle periods.

Your profile

ABOUT YOU:

• You have exceptional communication skills, in both written and verbal English
• You have 2+ years experience in customer service or a support role.
• You have experience with volume targets and AHT targets.
• You have experience working between multiple systems such as Genesys, Freshdesk, Shopify and Microsoft tools.
• You have a passion for the health, fitness and wellness industry.
• You can remain calm under pressure and show empathy when dealing with customers.
• You can maintain a proactive approach to staying informed, actively assimilating relevant information.
• You embody a forward-thinking approach, proactive mindset and initiative to drive positive change.
• Have a growth mindset and exciting about working with a company that is changing constantly.
• Have remote working experience and capabilities.

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 test if applicable to the role
• 45 min Teams interview with the Hiring Team

About us