Location: Quinta do Lago, Algarve, Portugal (Hybrid)Contract: Permanent | Full-Time (40 hours per week)Department: Customer SupportLanguages Required:German & EnglishAbout the Position We 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 Role As 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 ResponsibilitiesDeliver high-quality customer support across voice, email, and live chatManage inbound and outbound customer interactions professionallyResolve customer queries at first point of contact whenever possibleHandle complaints and escalations calmly and in line with internal proceduresProvide support with account queries, orders, payments, and service-related mattersAccurately log and update customer records using CRM and ticketing systemsWork in accordance with SLAs and quality standardsMeet individual and team KPIs related to productivity, quality, and customer satisfactionStay up to date with product knowledge, processes, and system updatesEnsure compliance with data protection and internal security policiesIdentify recurring issues and share improvement suggestions with team leadersWorking ModelOffice-based training period of approximately one monthPost-training hybrid model with 2 to 3 days per week in the officeWeekend work, where required, conducted remotelyStandard schedule typically Monday to Friday between 08:00 and 18:30, depending on business needsSome weekend hours may apply for specific language rolesEssential RequirementsC2-level fluency in German, plus strong English skillsMinimum 2 years of experience in customer service or contact centre environmentsConfident supporting customers via phone, email, and live chatExperience working in a fast-paced, consumer-focused environmentComfortable using CRM systems and digital tools. Zendesk experience is an advantageStrong organisational skills and attention to detailProactive and solution-oriented mindsetDesirableInterest in outdoor sportsKnowledge of technical sporting equipment is a plusPersonal AttributesEmpathetic and customer-focusedPositive and adaptableStrong sense of accountabilityTeam-oriented with excellent communication skillsHow Success Is MeasuredConsistent achievement of KPIs and quality standardsCompletion of training within agreed timelinesDemonstrated product knowledge and process compliancePositive customer satisfaction outcomesHiring ProcessInitial screeningFirst interview (face-to-face)Final interview with senior management and/or client representativeContract & CompensationPermanent contractFull-time, 40 hours per weekPart-time may be considered for the right candidateCompetitive hourly rate based on experienceEquipment providedGDPR NoticeBy submitting your application, you provide GDPR consent for your CV and personal information to be processed for recruitment purposes.#J-18808-Ljbffr