Nordic Speaking Support Specialists
Nordic Speaking Support Specialists
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Job Description
ARC Support Specialist (Remote within Portugal)
-Relocation provided
Start dates through June and July
Minimum requirement: Fluent in one of the Nordic languages (Danish Norwegian Swedish Finnish Icelandic)
Your Job:
Support Specialists provides support to customers online orders throughout the whole journey (eg. delivery management shipping investigations returns payment transactions refunds inbound/outbound calls and order information review business related requests).
The Specialist will be handling very sensitive customer and client information having to follow the standard PCI and GDPR policies;
This team will be responsible for interacting with customers Carriers/Couriers financial institutions other CSRs and other internal departments.
There is a wide range of responsibilities focused on improving the overall customer experience and maintaining the highest customer service standards at all times.
The Specialist will be required to quickly and effectively recognize and analyze complex problems and escalate to the dedicated team if necessary with the help of the Knowledge Base.
All Specialists are expected to be team orientated combining efforts in achieving the projects goals
TRAINING
The training period can be between 15 to 20 working days and will be conducted in English. Each
day consists of 8 hours of training (1h for lunch) with the training time being from 9:00h to
18:00h Monday to Friday (including holidays).
During the training you will receive an insight into your future work field which will include:
Integration into the Teleperformance Portugal team;
- Training for new computer software programs;
- Comprehensive product training about products and services of the client;
- Customer managementtrainingfor handling telephone email and/or chat interactions.
- On-the-job training and independent implementation of training content
On your first day you will sign a Termo Incerto contract (Indefinite Period contract) with a
trial period of 30 days. During this period you will be offered a training to prepare you for the job and you will need to pass an accreditation to complete the training to be integrated in the
team.
Required Experience
Flawless communication skills proficient (both written and oral) in English (C1);
Ability to work in a sensitive and classified information environment is an advantage;
Ability to work quickly and efficiently under deadline pressure.
Very good accuracy and attention to detail understanding that small details can make the biggest
difference.
Proven ability to work and make decisions with minimal supervision.
Proactively utilize strong problem-solving skills to deliver customer-focused solutions.
Working in a back-office environment with customer satisfaction in mind
Excellent written and verbal communication skills
Interest in self and team KPIs focusing on what can be done instead of what cannot be.
Knowledge of SAP and Back-Office work is an advantage ;otherwise we can help with that.
As this job is directly related to order volume flexibility is required and will occasionally involve overtime work.
Extraordinary teammate thriving in an environment where camaraderie matters
Working hours
40 Hours per week (8 hours per day with an additional
lunch break hour) on a rotational shift pattern Monday
to Sunday (Public Holidays included) from 07:00 to
24:00
Rotating shifts
You will be assigned for a daily working time of 8 hours
with an additional hour lunch break
Holidays
Since you sign a Portuguese employment contract
Portuguese public holidays apply. If you are working on
a Portuguese public holiday you will get a
compensation day that you can spend later under
consent of the project.
In the 1st year of hiring and depending on the month in
which you sign the contract you are entitled to the
proportional vacation which can go up to a maximum
of 20 days (1st year). In the remaining cases if there is
nothing to the contrary (long-term leaves that last from
1 year to the other) 22 days apply per calendar year
worked /complete (next years)
Accommodation
Teleperformance offers you the option of living in a
room in one of our company-rented apartments at least
for the first 14 months of your stay. The apartments are
fully equipped and furnished including kitchen living
room with cable TV and wireless internet and all
expenses are paid for by Teleperformance (water gas
electricity cable TV internet- within the limits of
responsible use). The apartments are typically between
20-60min away from the workplace. Upon your arrival
you will find bed sheets pillows and a towel.
Your workplace
This position is an activity in Homeoffice*.
You can either work from your private apartment or
from one of our company apartments (only for
international applicants) and we will of course provide
you with the basic technical equipment (PC screen
keyboard and mouse).
In Portugal you obtain Holiday and Christmas bonuses.
The amount of each bonus payment is equal to your
base salary. The allowances will be split and paid as a
monthly percentage on top of your base salary
For any questions email
Employment Type
Full Time
