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Customer Service Agents- French/English, Lisbon



Cross Boarder Talents


Lisbon, Portugal 

Job Category:

Customer Service


- per month

EU work permit required:


Job Reference:


Job Views:




Expiry Date:


Job Description:

Lisboa/ Lisbon – Portugal
Permanent role

Today, you have an opportunity to build your career in a unique way, a way that creates an impact for you and your professional career. Our team has an open and entrepreneurial spirit, allowing to influence the way we operate today and build the future of tomorrow.
Our projects and opportunities are geared towards teamwork, performance, an attractive career and personal development.

 Answering tickets (English and French) according to SLA, TRT and quality requirements
 Following 'case-handling' protocol (will be defined for most of the known cases)
 Using canned responses as well as free flow responses depending on the issue
 Investigate issues using various tools: usage & users management tools, 3rd parties payment systems
 Review, categorize and escalate Feedback (an option in the rider app for users to
provide feedback):
 Review and tag feedback cases based on content
 Escalate to tickets
 Evaluating when to escalate issues; escalate issues to tier #2 and to tier #3 directly
 Ad hoc deep dives analysis on cases received

Minimum Qualifications:
 BA/BS degree or equivalent practical & relevant experience of 3+ years in customer service profile
 Experience in data center environment providing customer support, triaging & resolving issues
 Ability/experience in handling technical/financial product support through all channels - Phone, Email and Chat
 Excellent business writing skills
 Good typing speed (50 wpm & more)
 Service oriented approach
 Fluent in English & French
 Excellent oral & written business communication skills
 Proficient in Microsoft Office/Google Suite

Job Requirements:

Preferred Qualifications:
 Ability to work in multicultural environment, and as part of cross-functional teams.
 Attention to details.
 Strong analytical background and experience.
 Ability to multitask and prioritize under pressure.
 Ability to work in a dynamic and fast-paced environment.

 Previous customer service experience using similar platforms and channels
 Responsible, qualified to handle sensitive user info
 Proven ability with working under a metrics driven environment inclusive of CSAT and case resolution times
 Previous experience in troubleshooting & customer support
 Previous experience working with Google products (good to have skill)

Salary Benefits:

Cross Border Talents' Client Offer:
Pleasant and inspiring working atmosphere
Opportunity to be part of a rapidly expanding global organization with irreproachable reputation
Professional development and clear career path
New office facilities in a convenient location in Lisbon
1 Year contract

Are you interested ?
In order to discuss the opportunity further, we would like to get in touch and introduce to you this unique opportunity to you.

Employment Type:

Full time
Company Info
Cross Boarder Talents
Tagus Park, Núcleo Central 100, Escritórios 293, 294 e 295. 2740-122 Oeiras - Portugal
Lisbon, Lisboa, Portugal
Phone: +351 215 836 491
Web Site: cbtalents.com
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Company Profile

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