Position: Customer Support Agent

Location: Lisbon, Portugal

Employment type: Full-time

DUTIES AND RESPONSIBILITIES:

• Communicate with customers using various channels (telephone, email and chat)
• Ensure customer satisfaction and provide professional customer support
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits and follow
• Identify the issue the client is facing, troubleshoot and provide the solution
• Identify when the issue should be re-assigned to another department or more senior representative
• Collaborate with other specialists to solve or properly close help tickets  
• Document each action taken and categorize cases and possible bugs, so that our engineering team can address them
• Maintain and update all job-related administrative forms

REQUIREMENTS:

• Native/fluent in Russian (C1), both oral and written. Fluent in Polish (at least B2 level)
• Previous experience in same / similar roles is mandatory
• Preferably with chat experience or good speed typing speed and usage of multiply tools in a contact center environment
• Possess excellent writing and verbal communication skills to simplify technical language for non-technical users  
• Resourceful and stress-resilient personality that can adapt and remain calm in all situations
• Ability to meet tight deadlines with minimum supervision and in a timely manner
• Ability to work independently, while being a team player at the same time.

OFFER:

• Excellent remuneration package based on experience, skills and performance
• Schedule: 5 days a week covering line operating hours from Monday to Friday (fixed schedule)
• Life Insurance
• Be part of a dynamic and creative team with a positive and friendly atmosphere
  
• Guidance and tools to reach your full potential
• Meal allowance
• Private health insurance
• Yearly performance bonus
• Relocation allowance and assistance in finding accommodation