Service Desk Agent

David Kennedy Recruitment is working with a leading tech company that is looking to recruit a Dutch or French speaking Service Desk Agent to join their team in Lisbon or Braga.

Position: Service Desk Agent

Location:  Lisbon, Portugal or Braga, Portugal

Employment type: Full-time

Remuneration: Base salary. 

DUTIES AND RESPONSIBILITIES:

• Communicate with customers using various channels and respond to their queries in a timely and efficient manner
• Ensure customer satisfaction and provide professional customer support
• Support standard technical queries related to a single product/small set of products 
• Develop an understanding of customer’s position and service delivery requirements to enable the delivery of unparalleled service
• Respond customer queries in line with SLA
• Know when to escalate the issue to other department or more senior representative
• Helpful and effective member of the team
• Take ownership of self-development
• Keep records of customer interactions, comments, and complaints, and in line with internal procedures
• Maintain and update all job-related administrative forms.

• Native/fluent in Dutch or French, both oral and written. Fluent in English (at least B2 level)
• At least 6 months of proven work experience in same/similar role
• Computer literate with sound knowledge of Microsoft Office suite
• Excellent communication skills with ability to emphasise with the client
• Comfortable communicating using various channels (telephone, email, chat)
• Ability to work independently, while being team player at the same time
• Ability to meet tight deadlines with minimum supervision and in timely manner
• Analytical mindset with great critical thinking skills and attention to detail.
• Ability to work rotating shifts.

• Excellent remuneration package based on experience, skills and performance
• Be part of a dynamic multilingual, multicultural and creative team with positive and friendly atmosphere
• Guidance and tools to reach your full potential
• Hybrid-work model
• Health and Life insurance
• Meal allowance.