Customer Service Representative with Hebrew
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Job Summary
We are looking for a Customer Support Agent (Tier 1) to join their team.
As the first point of contact for riders you will support customers via phone chat and ticketing systems helping resolve general inquiries ride-related issues and account-related questions.
Role Overview
As a Customer Support Agent you will play a key role in delivering a smooth and efficient customer experience by handling day-to-day support queries. You will work within a structured environment following defined processes while ensuring a high level of customer satisfaction.
Key Responsibilities
- Follow structured SOPs decision trees and approved macros with accuracy
- Handle standard customer inquiries and escalate more complex cases when needed
- Take ownership of customer issues and resolve them efficiently
- Provide support via phone chat and ticketing systems (e.g. Zendesk)
- Assist with ride-related issues account access billing questions and app troubleshooting
- Accurately document all customer interactions in internal systems
- Follow internal processes to ensure consistent and professional support
Language Requirements
- Hebrew (fluent)
- English (minimum B2C1 level)
- Strong written and verbal communication skills in both languages
Requirements
- Strong attention to detail and ability to follow processes consistently
- Good judgment while working in a structured environment
- Customer-focused mindset with strong empathy
- Ability to multitask and manage multiple interactions simultaneously
- Comfortable using CRM tools such as Zendesk
- Availability to work in rotating shifts
- Previous experience in customer support is a plus
- Based in Lisbon area
Required Skills:
Excellent communication skills; Proficiency in English at a business level with the ability to read write and speak fluently as required (C2); Preferred experience in a contact center/service program for any CS company; Product support experience is advantageous; Familiarity with electric vehicle charging products and a basic understanding of sustainable energy solutions nice to have; Adaptability and flexibility in a dynamic environment; Troubleshooting skills with the ability to investigate and understand complex customer issues;
Required Education:
None
