German Speaker Customer Support Agent | Lisbon

Position: Customer Support Specialist Location: Lisbon, Portugal Employment type: Full-time DUTIES AND RESPONSIBILITIES: Assist customers of a video streaming platform using multiple channels as assigned depending on the need (incoming telephone calls, emails and chat) Identify issues the clients are facing, handle complaints, provide solutions and alternatives, guide customers within the time limits Use cheat sheets, guides and protocols provided during the training Ensure customer satisfaction and provide professional customer support Identify when the issue should be re-assigned to another department Collaborate with other agents or teams in case of more complex cases Document each action taken in a CRM system in detail REQUIREMENTS: Native/near native of German language, both oral and written. Fluent in English (at least B2 level) At least one year of proven customer communication experience (E-mail & Phone) Ability to cover 3 day shifts rotation including weekends Accurate, efficient, and respectful communication manner Problem-solving and critical thinking skills A resourceful and stress-resilient personality that can adapt and remain calm in all situations Social Media Savviness Strong working knowledge of external systems and PC based internet and software applications (e.g. internet, Microsoft Office) BENEFITS: Lunch vouchers Shifts 5 times a week covering line operating hours from Monday to Sunday 7 AM - 7 PM (two consecutive days off) Transportation vouchers Life insurance, health insurance Dynamic and creative team with a positive and friendly atmosphere Guidance and tools to reach your full potential Relocation support