About The Role
ABOUT THE ROLE
We are looking for a tech-savvy Customer Support Advisor with English language skills who is passionate about delivering outstanding Customer service via phone and email while driving improvements to the Customer experience.
If you enjoy problem-solving and helping Customers thrive, we would love to hear from you! This is a work-from home position based in Portugal.
Salary:
The annual gross salary for this role is €15,250 (Paid in 14 installments). You will receive a €20 monthly internet allowance. The meal allowance is €7.63 per day.
Schedule:
The Schedule will be between 12:00-00:00 UTC Monday to Sunday based on Client requirements.
Please note that there is a high likelihood of team growth based on Customer demand. As such, we expect hours of operation to change soon.
Our Partner:
Momence is an online events platform for businesses that create event pages, sell tickets, make video courses, and much more.
Momence aims to help their Clients save time and grow revenue by creating bespoke Customer experiences & automating backend admin such as taking bookings & closing new leads.
The ideal candidate will have a strong background in customer service and the ability to provide exceptional support through various communication channels.
WHAT YOU'LL BE DOING
Customer Support Excellence:
- Provide prompt, friendly, and accurate support to Customers via phone and occasionally email in English.
- Offer clear, step-by-step guidance to resolve questions and ensure a smooth customer experience.
Customer Interaction:
- Respond to inquiries with empathy, professionalism, and an understanding of customer needs.
- Proactively engage with customers to exceed their expectations, offering solutions that leave a lasting positive impression.
Proactive Problem Solving:
- Stay ahead of potential issues by identifying and addressing problems before they escalate.
- Collaborate with internal teams to share insights, identify recurring challenges, and contribute to improvements in processes and products.
Product Expertise:
- Maintain in-depth knowledge of Customers platform to assist customers effectively and confidently.
- Contribute to building and updating internal resources and customer-facing knowledge base articles to empower others.
Empathy and Clear Communication:
- Demonstrate active listening, ensuring customers feel understood and valued.
- Simplify complex technical information into easy-to-understand instructions.
Continuous Learning & Quality Assurance:
- Uphold commitment to delivering high-quality support by adhering to best practices and quality standards.
- Participate in ongoing training and stay up to date with our evolving platform and industry trends.
OUR RECRUITMENT PROCESS
Our recruitment process is 3 stages.
- 30 min Teams interview with the Recruitment Team
- Language test if applicable to the role
- 45 min Teams interview with the Hiring Team
Your profile
- Experience: 2-3 years in customer support, with a focus onphoneinteractions.Experience is essential.Previousexperience with US, Australian, or New Zealand customers is a plus.
- Language Skills:Fluent English language skills arerequiredfor this role.
- Tech-Savvy: Comfortable with technology and able to troubleshoot tier 1 technical issues.
- Communication Skills: Exceptional English communication skills (both written and verbal), with the ability to articulate solutions clearly and effectively.
- Customer Focus: A passion for delivering outstanding customer service and a commitment to resolving issues with empathy and professionalism.
- Adaptability: Comfortable working in a fast-paced environment and embracing change.
- Team-Oriented: Ability to work both independently and collaboratively, contributing to a supportive and proactive team environment.
- Growth Mindset: A curiosity and eagerness to learn, adapt, and contribute to continuous improvement.
- Thrives at Fast Pace:Prioritization skills, resilience to pressure, and the ability tomaintainfocus amid constant change.
Why us?
WHAT YOU GET IN RETURN:
- Fully Remote work based in Portugal
- A competitive salary
- Internet and Meal Allowance
- Health Insurance and Flexible Benefits
- Equipment provided
- Home office allowance
- Online Gym and Wellbeing Studio.
- The opportunity for professional growth.
- Fun company events and team outings.
- Autonomy and Responsibility