Location: Quinta do Lago, Algarve, Portugal (Hybrid) Contract: Permanent | Full-Time (40 hours per week) Department: Customer Support Languages Required: German & English About the Position We are recruiting on behalf of our client, an established international organisation expanding its customer support operations in the Algarve. This is an exciting opportunity to join a newly built multilingual team delivering high-quality service to customers across international markets. Our client offers a collaborative working environment, structured training, and a hybrid working model following onboarding. The Role As a Multilingual Customer Service Agent, you will provide professional support across phone, email, and live chat channels. You will play a key role in delivering a consistent and positive customer experience while working to clear service standards and performance targets. Initial training and nesting will take place on-site. Following successful completion, a hybrid working arrangement will be available. Key Responsibilities - Deliver high-quality customer support across voice, email, and live chat - Manage inbound and outbound customer interactions professionally - Resolve customer queries at first point of contact whenever possible - Handle complaints and escalations calmly and in line with internal procedures - Provide support with account queries, orders, payments, and service-related matters - Accurately log and update customer records using CRM and ticketing systems - Work in accordance with SLAs and quality standards - Meet individual and team KPIs related to productivity, quality, and customer satisfaction - Stay up to date with product knowledge, processes, and system updates - Ensure compliance with data protection and internal security policies - Identify recurring issues and share improvement suggestions with team leaders Working Model - Office-based training period of approximately one month - Post-training hybrid model with 2 to 3 days per week in the office - Weekend work, where required, conducted remotely - Standard schedule typically Monday to Friday between 08:00 and 18:30, depending on business needs - Some weekend hours may apply for specific language roles Essential Requirements - C2-level fluency in German, plus strong English skills - Minimum 2 years of experience in customer service or contact centre environments - Confident supporting customers via phone, email, and live chat - Experience working in a fast-paced, consumer-focused environment - Comfortable using CRM systems and digital tools. Zendesk experience is an advantage - Strong organisational skills and attention to detail - Proactive and solution-oriented mindset Desirable - Interest in outdoor sports - Knowledge of technical sporting equipment is a plus Personal Attributes - Empathetic and customer-focused - Positive and adaptable - Strong sense of accountability - Team-oriented with excellent communication skills How Success Is Measured - Consistent achievement of KPIs and quality standards - Completion of training within agreed timelines - Demonstrated product knowledge and process compliance - Positive customer satisfaction outcomes Hiring Process - Initial screening - First interview (face-to-face) - Final interview with senior management and/or client representative Contract & Compensation - Permanent contract - Full-time, 40 hours per week - Part-time may be considered for the right candidate - Competitive hourly rate based on experience - Equipment provided GDPR Notice By submitting your application, you provide GDPR consent for your CV and personal information to be processed for recruitment purposes.