French Customer Support – Online Video Platform - Lisbon

Full-time in office

Location: Alcântara, Lisbon

Schedule: rotative between Monday to Saturday, 8h to 22h 

Channels: live inbound phone calls, emails and live chat

Description

Recently, we have seen streaming companies and websites taking viewers from classical TV into new services and devices. This project is a support line for one of these services - the best-loved video streaming website in the world.

In this role you will be part of a multicultural team based in Lisbon, where you will provide outstanding multi-channel support to users of the service. 

Requirements

• Experience in direct customer service experience required, preferably in contact center environment.
• Live customer support experience (phone, chat, email, in-person, etc.) is preferred.
• Native or proficient French language level and B2 or above level in English language.
• Excellent written and spoken communication skills.
• Strong attention to detail and a desire to deliver accurately, efficiently and to a high standard.
• Demonstrated ability to satisfy customer needs (good understanding and active listening capabilities, knows how to probe to get relevant information).
• Ability to handle not only customers’ emotions, but also being able to empathize with the client’s case.
• Organization skills and the ability to manage time and tasks efficiently.
• Quick learner and adaptable to learn new processes, concepts, and skills as well as being able to understand that an Operation is an ever-changing organism.
• Proficiency using Google products, and general digital platforms and software. Being tech savvv.
• Comfortable and knowledgeable about general KPIs: C-SAT (Customer Satisfaction) or NPS (Net Promoter Score), SLAs (Service Level Agreement).
• Openness to work flexible hours as required (may include evenings, weekends and/or holidays).

• You will be answering customers’ queries via live inbound phone calls, e-mail or live chat, identifying the client’s problem; troubleshooting them to find the solution; documenting each action you take; and categorizing cases and possible bugs, so that the engineering team to address them as a bunch.
• You will be dealing with accounts that generate revenue to our client’s platform and that receive revenue from the platform, identifying their problems, and assisting them so that those problems are fixed asap.
• You will have to identify and escalate complex problems according to defined procedures.
• Good customer support skills and experience are of utmost importance to be successful.