About the job Resolution Specialist - German SpeakerJD Overview:Project:Streaming PlatformSchedule:Monday to Friday - 9h to 18hLocation:Office-basedOffice Location:Lisbon (Santos - To Be Confirmed)ResponsibilitiesAs a Customer Experience Specialist, your role involves providing timely and effective support to customers through live chat, email, and potentially inbound calls.
You'll excel in identifying and troubleshooting client issues, meticulously documenting actions and categorizing cases.
Staying informed about and enforcing client policies, especially in areas like "Policy, Safety, and Copyright management," is crucial.
From resolving technical challenges to analyzing data trends, your contributions will ensure a positive customer experience and the generation of insightful reports on key performance indicators.Summarized Job DescriptionAnswering customer queries via phone, e-mail, or chat.Troubleshooting issues related to the streaming platform.Knowledge of BPO KPIs: C-SAT (Customer Satisfaction), NPS (Net Promoter Score), and SLAs (Service Level Agreements).
Mandatory Skills12 months of Customer Support within a Contact Center (preferably).
Knowledge of BPO KPIs: C-SAT, NPS, and SLAs.German C1LocationOffice-based in Lisbon (Santos - To Be Confirmed)Recruitment StepsInitial ScreeningOps RoundOLA (Operational Language Assessment)HR InterviewMeal Allowance/Daily7.63/work day paid in a meal card (net amount)Transportation Annual Bonus720/yearYearly Target Bonus5% of the yearly gross base salaryOther BenefitsHealth Insurance & Life Insurance & Family Plan (Spouse and Children)Type of Contract1-month training contract + 1-year Fixed-Term Contract with a 30-day probation periodRelocation Support (for people moving from outside of Continental Portugal)Bureaucratic support to obtain the NIF and NISSAssistance in finding a house according to the needs of the candidateRelocation bonus of 2,000 (gross) paid with the first payroll cycle