Customer Support Agent (Portuguese)

Where: Dublin (Ireland)

Extent of Work: Full Time

Click here to apply in English

Click here to see other job offers in Portuguese

Description and Requirements

                     Customer Support Agent – Portuguese

Role Summary

Our team is all about focusing on Partner Content and Commerce Operations.

Roles and Responsibilities

  • Emphasis on driving high customer satisfaction and resolution
  • Supporting users queries in relation to paid content (movies, TV shows, paid channels)
  • Troubleshooting and helping resolve video playback issues
  • Process refunds for accidental and unauthorised purchases
  • Customer education on supported devices, purchase processes and features
  • Collaboratively sharing feedback through appropriate channels related to tools, processes or systemic user/product issues
  • Ensuring excellent customer satisfaction
  • Following pre-defined workflows when responding to customer inquires

Required Skills/Competencies/Experience

  • Fluency in English plus excellent native-level written and verbal communication skills in language of support, with minimum 2 years’ experience in customer support for Dutch language (chat, voice, email) working with direct consumers (B2C)
  • Incredible communicator:

o     Must exhibit active listening, be able to probe effectively and handle issues and complaints in a courteous, professional and friendly manner

o     Must be able to grasp complex and sometimes technical concepts, and relate them to our users in an easily understandable way

o     Ability to communicate complex issues in a friendly and easy to understand format

  • Customer service mindset. Strong customer/user focus with the desire to help and put users first. Ability to empathize and relate to users is key to this role
  • Tech-savvy
  • Internet savvy, understand the players in this space
  • Digital literacy, ability to troubleshoot complex issues
  • Demonstrating speed, agility, critical-thinking and problem-solving skills
  • Ability to learn, retain and apply large amounts of product, procedure, policy and system information and quickly adopt process changes
  • Experience with prioritizing multiple tasks in a fast paced and ambiguous environment
  • Significant attention to detail
  • Team player with ability to work in a fast-paced, collaborative and constantly evolving environment
  • Strong work ethic and ability to work with minimal supervision.

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