Full-time in office Location: Alcântara, Lisbon
Schedule: Rotative between Monday to Saturday, 8h to 22h
Channels: Live inbound phone calls, emails, and live chat
Description Recently, streaming companies and websites have been shifting viewers from traditional TV to new services and devices.
This project supports one of the most popular video streaming websites in the world.
As part of a multicultural team based in Lisbon, you will provide outstanding multi-channel support to users of the service.
Requirements Experience in direct customer service, preferably in a contact center environment.Experience in live customer support (phone, chat, email, in-person) is preferred.Native or proficient French language skills and B2 or above in English.Excellent written and spoken communication skills.Strong attention to detail and high standards of accuracy and efficiency.Ability to understand customer needs through active listening and probing.Empathy and ability to handle customer emotions.Organizational skills to manage time and tasks effectively.Quick learner, adaptable, and capable of understanding evolving processes.Proficiency with Google products, digital platforms, and general tech-savviness.Knowledge of KPIs such as C-SAT, NPS, and SLAs.Willingness to work flexible hours, including evenings, weekends, and holidays.ResponsibilitiesRespond to customer queries via live calls, email, or chat, identify issues, troubleshoot solutions, document actions, and categorize cases for engineering teams.Assist revenue-generating accounts, resolving problems promptly.Identify and escalate complex issues following procedures.Provide excellent customer support to ensure satisfaction.Our offerBase salary plus bonusesPaid training and contractRelocation package for eligible candidates moving to LisbonTraining and development opportunitiesPrivate health insurance for employee and familyLife insuranceChild benefits including Nursery and Student VouchersEmployee Assistance Program (EAP) for wellbeingDiscount memberships at various gyms across PortugalCorporate discounts through partnerships (Pestana Hotels, Carnext, Huawei, Apple, MEO)Access to refreshments at Cognizant offices
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