Come and work with us.
Are you German native or fluent with strong English communication skills?
Looking to make your career in a multicultural environment in the sunny and happy Lisbon?
So we have the perfect opportunity for you
Your future project: join our German Customer Support team.
Our client is one of the largest online travel agencies worldwide, with more than 20M customers.
As a Compliance Agent in this project, your daily responsibilities will include:
1. Audits of Renewal Interactions: Conduct thorough assessments of interactions between renewal agents and customers. This will involve reviewing communication, adherence to protocols, and effectiveness in retaining customers.
2. Data Analysis and Insight Generation: Dive deep into performance metrics and customer feedback. Analyze trends, identify patterns, and extract actionable insights that could drive improvements in our retention strategies.
3. Feedback Provision: Act as a bridge between our company and outsourcing centers. Provide structured, constructive feedback based on audit findings to both internal teams and external partners. The goal is to foster continuous improvement in service quality and customer retention.
4. Quality Assurance Oversight: Completion of "Audit the Auditor" to ensure the consistency and reliability of quality assessments conducted by outsourced quality analysts. This will help maintain high standards across all operational facets of our retention efforts.
To succeed in the role, you will need to have:
5. Native or proficient level of German (C2)
6. Advanced level of English (at least C1) both verbal and written
7. Computer literate
8. Excellent listening and written/oral communication skills in supported languages
9. Knowledge of and experience with measuring and improving customer satisfaction and loyalty across broad functional areas and diverse geographies
10. Analytical skills
11. Good at building strong relationships with existing clients and accounts
12. A motivated and enthusiastic personality
13. Self-organized, planning and prioritization skills
14. Dependable, reliable and able to perform duties with minimum supervision
15. Ability to interact positively with peers and supervisors
16. Patience, empathy, and a unique ability to manage stress
17. Ability to work under pressure and adapt quickly to adverse situations
18. Technical aptitude and the ability to pick up new technology quickly
19. Familiarity with ticketing systems
20. Experience with policy work, or help resource project management
21. Able to follow guidelines and instructions
22. Ability to keep calm and clear-headed in critical situations
23. Ability to think outside the box
24. Ability to demonstrate confidence when imparting information or dealing with troubled callers
25. Must hold EU citizenship or a valid work permit for Portugal
26. Be a local candidate or willing to relocate to Lisbon, Portugal
Benefits.
27. Signing bonus
28. Competitive wages
29. Relocation package
30. Paid professional training
31. Employee discounts
32. Private healthcare & dental insurance (after six months of employment)
33. Growth opportunities through various development programs
34. Fun and engaging company-wide initiatives, including our EverBetter wellness program
35. Job stability
36. Life-long skills and experience
37. Excellent work culture
Go further with Foundever
We believe in memorable associate experiences. Here, you can improve your quality of life and grow your career.