Workster partners with a major international BPO industry to grow their rapidly expanding German-speaking presence in Lisbon, Portugal, for their exciting client, a worldwide leading company in short-form mobile video. This client creates to inspire – for you, for us, and for more than 1 billion users on the platform, leading with curiosity and aim for the highest, never shying away from taking calculated risks and embracing ambiguity as it comes.

Your Role

  • You will be part of a global team that’s responsible for ensuring our marketplace is safe and trustworthy for not only our users, but also sellers and creators.
  • Manage customer/seller/creator enquiries proficiently and professionally while meeting specific quality expectations.
  • Identify root cause of reported issues and provide appropriate resolutions in order to deliver excellent service. Summarize the Q&A and log in to the knowledge management tool.
  • Promptly escalate critical/ high-risk cases to the appropriate authority.
  • Coordinate with other teams/ departments to resolve customer issues, follow-up and make sure close-loop to all escalations.
  • Look for opportunities to identify ongoing issues and eliminate repeat complaints, reduce escalation rate in order to enhance operating process and improve overall customer experience.
  • Adhere to established procedures and guidelines while providing quality customer service in order to meet and exceed department standards.
  • Engage sellers to develop long-term relationships and confidence in client’s Ecommerce.
  • Support ad-hoc projects and initiatives per business needs

Your Qualifications

  • Excellent German (C1)
  • Intermediate level of English (B2)
  • Based in Lisbon or willing to relocate there
  • Previous BPO experience or similar is an advantage
  • Flexibility regarding shifts and working hours – Monday-Sunday, 09h-21h, 8h per day, 40h per week
  • Attention to detail
  • Efficient and flawless problem-solving and decision-making

The Offer

  • Fantastic base salary package
  • Great location package with help on accomodation
  • Great Signing Bonus and other bonuses and benefits
  • Possibility to join a Team for a huge brand and global recognition
  • Excellent career progression possibilities with a growing Team
  • Good office location in the city centre of Lisbon