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Process Executive - Customer Support ( German, French, Russian), Lisbon



Lisbon, Portugal 

Job Category:

Customer Service


- per month

EU work permit required:


Job Reference:

11201901 C

Job Views:




Expiry Date:


Job Description:

The project is a pilot of a new support line for the most used video streaming website in the world. You would be providing support via Phone, Chat and Email, ensuring the resolution of any queries and technical difficulties that customers may have when using the platform.

You will work with a multicultural inbound team based in Lisbon, explaining to customers how to navigate the site, resolve technical issues, and make the whole experience better for the customer, having the quality of the service provided as the highest priority.

Schedule: day shift from Sunday to Saturday.
Location: Lisbon, Portugal

Day to Day

● Answering tickets from customers via phone, email and chat;
● Analyze and identify possible bugs, issues or other things that might affect the customer experience with the website;
● Following 'case-handling' protocol (will be defined for most of the known cases)
● Make well-balanced decisions and help resolve inquiries;
● Use knowledge and insights to spot and scope solutions to improve the support of the user’s community;
● Review, categorize and escalate Feedback based on tickets received;


Job Requirements:

● Native or Near Native with Read, Write and Speak in language mentioned (German, French, Russian)
● English – Read, Write, And Speak. Proficiency level : High (Training will be in English only)

● At least 2 years of customer service experience required, preferably in contact centers in a B2C and/or B2B environment
● Live customer support experience (phone, chat, email.) is required

Soft skills
● Robust multi-tasking skills (e.g. able to log calls or navigate a knowledge base and interact with the customer simultaneously)
● Demonstrated ability to satisfy customer needs (good understanding and active listening capabilities, knows how to probe to get relevant information)
● Comfortable with a rapidly-changing environment
● Ability to learn, retain, and apply large amounts of product, procedure, policy and system information
● Demonstrate interpersonal skills and is able to provide empathy for the User’s situation

Technical Skills
● Good computer skills, Internet and excellent navigation skills
● Strong analytical, problem solving and general troubleshooting skills
● Ability to communicate technical issues in non-technical terms
● Provide customer and technical support to customers through inbound phone, chat and email requests
● Independently identify, troubleshoot, document, categorize and replicate customer problemsand then escalate complex problems according to defined escalation procedures

Salary Benefits:

Salary Range: 18000€ - 22000€ w\benefits:
Language + Yearly Bonus + Meal + Transportation Allowance |
Relocation: 2000€ + Orientation (the usual)

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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