Position: Customer Service Representative

Location: Lisbon, Portugal

Work model: on-site

Employment type: Full-time (6 month contract) with possibility of extension / permanent contract

DUTIES AND RESPONSIBILITIES:

• Provide customer support across multiple communication channels (phone, email, and chat).
• Respond to inquiries regarding products, services, and general information, while addressing concerns or complaints.
• Manage complex or sensitive cases, including escalations from external authorities or stakeholders.
• Coordinate booking or reservation processes, including creation, modification, and cancellation.
• Support administrative and back-office functions such as processing tickets, adjustments, and cancellations.
• Deliver accurate, timely information to assist customers in making informed choices.
• Strive to exceed customer expectations by creating positive and memorable service experiences.
• Practice active listening to understand customer needs and offer personalized solutions.

REQUIREMENTS:

• Native / fluent in French (C1) both verbal and written. Fluent in English (minimum B2 level)
• At least 6 months of experience in a customer service or similar role (required).
• Experience in a specialized service industry (e.g., travel, hospitality, or related field) is an advantage.
• Excellent communication skills with the ability to show empathy and work effectively in a team.
• Familiarity with industry-specific software or booking tools is preferred.
• Working schedule: Monday-Sunday 8AM-9PM, shifts, with 2 days off rotating.

OFFER:

• Competitive salary with performance-based incentives.
• Professional growth opportunities within the BPO industry.
• Collaborative and supportive work environment.
• Access to exclusive travel perks and discounts.