About The Role <div style="border:0px solid;margin:0px 0px 24px;color:rgb(31,31,31);font-size:14px;line-height:20px;width:700px;font-family:Inter, '-apple-system', BlinkMacSystemFont, 'Segoe UI', Roboto, 'Helvetica Neue', 'Open Sans', 'system-ui', '-apple-system', 'Segoe UI', Roboto, Ubuntu, Cantarell, 'Noto Sans', sans-serif, 'Apple Color Emoji', 'Segoe UI Emoji';font-style:normal;font-weight:400;text-transform:none;background-color:rgb(255,255,255);">We are looking for a Customer Support Advisor to join the team in Portugal. Successful candidates will be supporting our amazing partner, Oura Health, makers of the renowned Oura Ring. The Oura Ring is a smart ring used by over 1 million people globally to track the likes of stress, illness detection, women’s health, heart rate and more. This is your chance to join a great global team across Europe and North America and power up your skills by tackling and troubleshooting complex issues. There will be many opportunities for growth within this role and the opportunity to support global customers. Otonomee is an early stage, fast growing business and this is an opportunity to join at a very exciting time. Hours of Support : rotational shifts between 8am - 8pm Including weekends WHAT YOU'LL BE DOING Customer Support: <ul style="border:0px solid;"><li style="border:0px solid;margin:0px;font-family:Arial, Helvetica, sans-serif;font-size:14px;text-align:left;">Resolve customer issues related to purchase, orders, shipping, set up, connectivity and warranties with precision. </li><li style="border:0px solid;margin:0px;font-family:Arial, Helvetica, sans-serif;font-size:14px;text-align:left;">Provide attentive responses to customers that incorporate a thorough understanding of their concerns and offer step-by-step guidance and solutions to satisfy questions or remedy issues </li></ul><div style="border:0px solid;margin:0px;text-align:left;">Customer Interaction: </div><ul style="border:0px solid;"><li style="border:0px solid;margin:0px;font-family:Arial, Helvetica, sans-serif;font-size:14px;text-align:left;">Deliver premium customer service through chat, email and phone channels. </li><li style="border:0px solid;margin:0px;font-family:Arial, Helvetica, sans-serif;font-size:14px;text-align:left;">Respond to inquiries, troubleshoot problems, and provide information with a focus on exceeding customer expectations. </li></ul><div style="border:0px solid;margin:0px;text-align:left;">Proactive Problem-Solving: </div><ul style="border:0px solid;"><li style="border:0px solid;margin:0px;font-family:Arial, Helvetica, sans-serif;font-size:14px;text-align:left;">Anticipate and address potential issues, preventing disruptions before they impact the customer experience. </li><li style="border:0px solid;margin:0px;font-family:Arial, Helvetica, sans-serif;font-size:14px;text-align:left;">Collaborate with other teams to identify recurring problems and contribute to continuous improvement initiatives. </li></ul><div style="border:0px solid;margin:0px;text-align:left;">Product Knowledge: </div><ul style="border:0px solid;"><li style="border:0px solid;margin:0px;font-family:Arial, Helvetica, sans-serif;font-size:14px;text-align:left;">Maintain up-to-date knowledge of our clients’ products and services to effectively assist customers. </li><li style="border:0px solid;margin:0px;font-family:Arial, Helvetica, sans-serif;font-size:14px;text-align:left;">Contribute to the creation and updating of knowledge base articles for internal and customer reference. </li></ul><div style="border:0px solid;margin:0px;text-align:left;">Empathy and Communication: </div><ul style="border:0px solid;"><li style="border:0px solid;margin:0px;font-family:Arial, Helvetica, sans-serif;font-size:14px;text-align:left;">Demonstrate empathy and active listening skills during customer interactions. </li><li style="border:0px solid;margin:0px;font-family:Arial, Helvetica, sans-serif;font-size:14px;text-align:left;">Communicate complex concepts in a clear and understandable manner. </li></ul><div style="border:0px solid;margin:0px;text-align:left;">Quality Assurance: </div><ul style="border:0px solid;"><li style="border:0px solid;margin:0px;font-family:Arial, Helvetica, sans-serif;font-size:14px;">Adhere to established quality standards in all customer interactions. </li><li style="border:0px solid;margin:0px;font-family:Arial, Helvetica, sans-serif;font-size:14px;">Participate in regular training sessions to stay abreast of industry developments and enhance skill sets. </li></ul> The recruitment process <ol style="border:0px solid;"><li style="border:0px solid;margin:0px;font-family:Arial, Helvetica, sans-serif;font-size:14px;">30 min Teams interview with the Recruitment Team</li><li style="border:0px solid;margin:0px;font-family:Arial, Helvetica, sans-serif;font-size:14px;">Language test if applicable to the role</li><li style="border:0px solid;margin:0px;font-family:Arial, Helvetica, sans-serif;font-size:14px;">45 min Teams interview with the Hiring Team</li></ol></div> Your profile <div style="border:0px solid;margin:0px 0px 24px;color:rgb(31,31,31);font-size:14px;line-height:20px;width:700px;font-family:Inter, '-apple-system', BlinkMacSystemFont, 'Segoe UI', Roboto, 'Helvetica Neue', 'Open Sans', 'system-ui', '-apple-system', 'Segoe UI', Roboto, Ubuntu, Cantarell, 'Noto Sans', sans-serif, 'Apple Color Emoji', 'Segoe UI Emoji';font-style:normal;font-weight:400;text-transform:none;background-color:rgb(255,255,255);"><h6 style="border:0px solid;margin:0px 0px 12px;line-height:19.6px;font-weight:700;font-size:14px;font-family:'FT Regola Neue', Inter, '-apple-system', BlinkMacSystemFont, 'Segoe UI', Roboto, 'Helvetica Neue', 'Open Sans', 'system-ui', '-apple-system', 'Segoe UI', Roboto, Ubuntu, Cantarell, 'Noto Sans', sans-serif, 'Apple Color Emoji', 'Segoe UI Emoji', sans-serif;text-transform:none;color:rgb(31,31,31);">Your profile</h6><ul style="border:0px solid;"><li style="border:0px solid;margin:0px;font-size:14px;font-family:Arial, Helvetica, sans-serif;">Minimum of 2-3 years of proven experience in Customer service, with a focus on live interactions, in chats, emails and/or phone channels </li><li style="border:0px solid;margin:0px;font-size:14px;font-family:Arial, Helvetica, sans-serif;">Experience in supporting and troubleshooting technical queries</li><li style="border:0px solid;margin:0px;font-size:14px;font-family:Arial, Helvetica, sans-serif;">Have a growth, curious mindset, and ability to adapt to changing policies and guidelines. </li><li style="border:0px solid;margin:0px;font-size:14px;font-family:Arial, Helvetica, sans-serif;">Ability to work independently and collaboratively in a fast-paced environment. </li><li style="border:0px solid;margin:0px;font-size:14px;font-family:Arial, Helvetica, sans-serif;">Proficient in troubleshooting orders, shipping, connectivity, and operational issues. </li><li style="border:0px solid;margin:0px;font-size:14px;font-family:Arial, Helvetica, sans-serif;">Excellent English written and verbal communication skills to C2 level </li><li style="border:0px solid;margin:0px;font-size:14px;font-family:Arial, Helvetica, sans-serif;">Experience in supporting US and or/UK customers and advantage </li><li style="border:0px solid;margin:0px;font-size:14px;font-family:Arial, Helvetica, sans-serif;">Possess a passion for delivering excellent customer service and a commitment to exceeding customer expectations. </li><li style="border:0px solid;margin:0px;font-size:14px;font-family:Arial, Helvetica, sans-serif;">Demonstrate ability to handle challenging customer interactions with professionalism.</li></ul></div> Why us? <ul><li>Work form Home opportunity based in Portugal</li></ul><ul style="border:0px solid;color:rgb(31,31,31);font-family:Inter, '-apple-system', BlinkMacSystemFont, 'Segoe UI', Roboto, 'Helvetica Neue', 'Open Sans', 'system-ui', '-apple-system', 'Segoe UI', Roboto, Ubuntu, Cantarell, 'Noto Sans', sans-serif, 'Apple Color Emoji', 'Segoe UI Emoji';font-size:14px;font-style:normal;font-weight:400;text-transform:none;background-color:rgb(255,255,255);"><li style="border:0px solid;margin:0px;font-family:Arial, Helvetica, sans-serif;">An Oura Ring so that you can provide great customer support </li><li style="border:0px solid;margin:0px;font-family:Arial, Helvetica, sans-serif;">Internet Allowance of €20 per month</li><li style="border:0px solid;margin:0px;font-family:Arial, Helvetica, sans-serif;">Meal Card Allowance of €10.46 per working day</li><li style="border:0px solid;margin:0px;font-family:Arial, Helvetica, sans-serif;">A Permanent Employment Contract</li><li style="border:0px solid;margin:0px;font-family:Arial, Helvetica, sans-serif;">Equipment provided</li><li style="border:0px solid;margin:0px;font-family:Arial, Helvetica, sans-serif;">Home office allowance (Once off pay and claim to help you set up your home office)</li><li style="border:0px solid;margin:0px;font-family:Arial, Helvetica, sans-serif;">A Buddy on joining </li><li style="border:0px solid;margin:0px;font-family:Arial, Helvetica, sans-serif;">Online Gym and Wellbeing Studio. </li><li style="border:0px solid;margin:0px;font-family:Arial, Helvetica, sans-serif;">The opportunity for professional growth. </li><li style="border:0px solid;margin:0px;font-family:Arial, Helvetica, sans-serif;">Fun company events and team outings </li><li style="border:0px solid;margin:0px;font-family:Arial, Helvetica, sans-serif;">Autonomy and Responsibility</li></ul>

Customer Support Advisor - Oura (Remote in Portugal ) @ Otonomee

About this role

Ready to apply?