German Speaker Customer Support Agent | Lisbon

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 German language, both oral and written. Fluent in Englis...