Location: Quinta do Lago, Algarve, Portugal (Hybrid)Contract: Permanent | Full-Time (40 hours per week)Department: Customer SupportLanguages Required: German & EnglishAbout the PositionWe are recruiting on behalf of our client, an established international organisation expanding its customer support operations in the Algarve. This is an exciting opportunity to join a newly built multilingual team delivering high-quality service to customers across international markets.Our client offers a collaborative working environment, structured training, and a hybrid working model following onboarding.The RoleAs a Multilingual Customer Service Agent, you will provide professional support across phone, email, and live chat channels. You will play a key role in delivering a consistent and positive customer experience while working to clear service standards and performance targets.Initial training and nesting will take place on-site. Following successful completion, a hybrid working arrangement will be available.Key Responsibilities- Deliver high-quality customer support across voice, email, and live chat- Manage inbound and outbound customer interactions professionally- Resolve customer queries at first point of contact whenever possible- Handle complaints and escalations calmly and in line with internal procedures- Provide support with account queries, orders, payments, and service-related matters- Accurately log and update customer records using CRM and ticketing systems- Work in accordance with SLAs and quality standards- Meet individual and team KPIs related to productivity, quality, and customer satisfaction- Stay up to date with product knowledge, processes, and system updates- Ensure compliance with data protection and internal security policies- Identify recurring issues and share improvement suggestions with team leadersWorking Model- Office-based training period of approximately one month- Post-training hybrid model with 2 to 3 days per week in the office- Weekend work, where required, conducted remotely- Standard schedule typically Monday to Friday between 08:00 and 18:30, depending on business needs- Some weekend hours may apply for specific language rolesEssential Requirements- C2-level fluency in German, plus strong English skills- Minimum 2 years of experience in customer service or contact centre environments- Confident supporting customers via phone, email, and live chat- Experience working in a fast-paced, consumer-focused environment- Comfortable using CRM systems and digital tools. Zendesk experience is an advantage- Strong organisational skills and attention to detail- Proactive and solution-oriented mindsetDesirable- Interest in outdoor sports- Knowledge of technical sporting equipment is a plusPersonal Attributes- Empathetic and customer-focused- Positive and adaptable- Strong sense of accountability- Team-oriented with excellent communication skillsHow Success Is Measured- Consistent achievement of KPIs and quality standards- Completion of training within agreed timelines- Demonstrated product knowledge and process compliance- Positive customer satisfaction outcomesHiring Process- Initial screening- First interview (face-to-face)- Final interview with senior management and/or client representativeContract & Compensation- Permanent contract- Full-time, 40 hours per week- Part-time may be considered for the right candidate- Competitive hourly rate based on experience- Equipment providedGDPR Notice- By submitting your application, you provide GDPR consent for your CV and personal information to be processed for recruitment purposes.