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