Support Specialist
We are seeking a highly skilled and detail-oriented Support Specialist to join our team.
As a key member of our customer service team, you will be responsible for providing exceptional support to our customers.
Your primary focus will be on assisting customers throughout their online order journey, ensuring a smooth and secure experience.
You will be the first point of contact for issues related to deliveries, returns, payments, and more.
Responsibilities:
- Assist customers with inquiries related to online orders, including delivery tracking, shipping investigations, returns, payment transactions, and refunds.
- Handle sensitive information in compliance with PCI and GDPR regulations.
- Communicate effectively via inbound/outbound calls and emails.
- Liaise with carriers/couriers, financial institutions, and internal teams.
- Identify and analyze complex problems, escalating when necessary with guidance from the Knowledge Base.
- Collaborate with a supportive, multilingual team to deliver top-quality service.
Requirements:
- Native-level German and at least B2 English proficiency.
- Experience in customer support, logistics, or e-commerce is highly valued.
- Excellent communication and interpersonal skills.
- A high level of attention to detail and responsibility when handling sensitive data.
- A problem-solving mindset and ability to stay calm under pressure.
- Comfortable working remotely and independently, with strong time management skills.
- You must have a Portuguese residence permit or EU citizenship.
What We Offer:
- Fully remote work schedule with rotational shifts between 7:
00 and 00:
00, Monday to Sunday.
- A competitive salary package, including accommodation benefits.
- Reimbursement of your initial flight to Portugal and annual return flight to your home country (within the EU).
- Support with essential paperwork, including NIF, bank account, and social security.
- Access to free language lessons, cooking classes, sports activities, and company-organized social events.