Customer Support

Project: GPS Navigation Tool Streaming Platform

Schedule : Monday to Friday Rotative Shifts TBC

Summarized JD: Answering customers queries via phone email or chat; troubleshooting;

Mandatory Skills

12 months of Customer Support within Contact Center (preferably);

Knowledge of BPO KPIs: CSAT (Customer Satisfaction); NPS (Net Promoter Score) & SLAs (Service Level Agreement)

Location: Office Based

Office Location : Lisbon (Anjos or Alcntara offices TBC)

Recruitment Steps :Initial Screening WLA Ops round OLA HR interview

Annual Base Salary From 14.000 Language Premium Bonus/Monthly 235
Meal allowance/Daily 763/ work day paid in meal card (net amount)
Transportation Bonus 720 /year
Yearly Target Bonus 5% of the yearly gross base salary
Total Salary/Monthly 1.402 benefits
Other Benefits Health Insurance & Life Insurance & Family Plan (Spouse and Children)
Type of Contract: 1 month training contract 1 year FTC w/ 30 days probation
Relocation Support (forpeople moving from
outside of Continental Portugal) :
Bureaucratic support to get the NIF and NISS
Assistance in finding house according to the needs of the candidate
Relocation bonus of 2000 (gross) paid with the first payroll cycle JD Overview Live chat Email (Inbound Calls might occur accordingly with the project)
Identifying the clients problem; troubleshooting them to find the solution
Documenting each action you take; and categorizing cases and possible bugs
Understand and remain up to date with clients policies and guidelines
Policy Safety and Copyright management (e.g Understand ads navigation policy and copyright guidelines)
Troubleshoot different problems (e.g problems with playing videos
uploading account & bugs issues membership issues)
Analyze data and trends in order to create meaningful insights for customers & report on key performance indicators

Remote Work :

No