About this role
Workster is partnering with a leading international customer service provider to recruit an English-speaking Customer Advisor for an exciting opportunity based in Lisbon, Portugal.
This is an excellent opportunity to join a dynamic, multicultural team and support English-speaking customers across a variety of enquiries. You will provide professional assistance via phone, chat and email, resolve customer issues efficiently and contribute to an outstanding customer experience in an international environment.
Your Role
Provide high-quality customer service to English-speaking customers via phone, chat and email
Respond to customer enquiries in a timely, professional and helpful manner
Identify customer needs and provide accurate information, guidance and solutions
Resolve customer issues efficiently while maintaining a positive customer experience
Handle complaints and escalated cases with empathy, patience and professionalism
Use multiple systems and browser applications simultaneously to manage customer interactions
Maintain accurate records of customer enquiries, actions and resolutions in the relevant systems
Follow company procedures, service standards, quality requirements and data protection policies
Work collaboratively with colleagues and other internal teams to resolve complex enquiries
Identify recurring customer issues and share relevant feedback with the appropriate teams
Meet individual and team performance, quality and customer satisfaction targets
Your Qualifications
Fluent in English, both spoken and written
Previous experience in customer service, call centre, contact centre, hospitality, retail or BPO is an advantage
Excellent verbal and written communication skills
Strong customer focus and a professional, empathetic approach
Good problem-solving and decision-making skills
Ability to remain calm and professional when handling challenging customer situations
Confident using computers, customer service platforms and online communication tools
Ability to multitask and navigate multiple systems while communicating with customers
Strong attention to detail and organisational skills
Positive, flexible and solution-oriented mindset
Ability to work independently and as part of a multicultural team
Willingness to work in a fast-paced, international customer service environment
Availability to work rotational shifts, including weekends, where required
The Offer
Office-based or hybrid opportunity in Lisbon, Portugal, depending on the project
Full-time employment
Competitive salary and performance-related incentives
Comprehensive onboarding and fully paid training
International and multicultural working environment
Supportive team culture and professional working environment
Opportunities for professional development and career progression
Employee benefits and additional social advantages
Opportunity to develop valuable customer service and communication skills
Assistance with relocation, where applicable