Customer Care Representative

webook.com; Lisboa; On-site; EUR 20,000 - 30,000; Full time

Job summary

A leading event management platform in Lisboa is seeking a Contact Center Agent to handle inbound and outbound calls, manage customer inquiries, and enhance customer satisfaction. The ideal candidate will have a Bachelor's degree in Business, strong customer service skills, and fluency in English and Portuguese. This role requires availability for rotational shifts, including evenings and weekends, and aims to maintain high service levels to constantly improve customer experiences.

Qualifications

• 1–2 years of experience in a call center or customer support environment.
• Good computer literacy and use of standard office applications.
• Fast and accurate typing skills.

Responsibilities

• Handle inbound and outbound customer transactions across all channels.
• Answer contact center inbound calls and serve customers with the required services.
• Collect and accurately record customer feedback and information.
• Maintain and achieve individual Key Performance Indicators (KPIs).
• Contribute to enhancing overall customer experience and satisfaction.

Skills

Fluent English

Fluent Portuguese

Customer service skills

Problem-solving

Education

Bachelor’s degree in Business or related field

Tools

CRM systems

Job description

Do you want to love what you do at work? Make a real impact? Help shape experiences that transform how people connect, celebrate, and engage with events?

Are you excited to work with a team that challenges the status quo, breaks away from the ordinary, and builds what's next?

If yes, you're in the right place.

Role Overview

The Contact Center Agent is responsible for handling the department's inbound and outbound calls, including sales and telemarketing calls, and providing customers with the services they are looking for. The agent handles customer complaints and inquiries through all customer service channels, acts as a source of information, collects customer feedback, and enhances customer satisfaction. Agents are also responsible for supporting client merchants and service providers by collecting their feedback and leads, handling their inquiries and complaints.

Key Responsibilities

• Follow company policies and instructions, and maintain the company's equipment and prestigious image
• Adhere to working hours, schedules, breaks, and tasks assigned; deliver work before the deadline
• Answer contact center inbound calls and serve customers with the required services
• Handle inbound and outbound customer transactions across all channels including voice, WhatsApp, social media, email, live chat, and any other customer service channels
• Handle customer complaints, inquiries, and feedback through all customer service channels; ensure mastery shopping services and enhance customer satisfaction
• Escalate customer complaints and feedback to the concerned department and follow up to get a solid solution
• Make outbound telemarketing and sales calls for company projects
• Collect and accurately record customer feedback and information
• Maintain and achieve individual Key Performance Indicators (KPIs) including quality scores, resolution time, and customer satisfaction metrics
• Contribute to enhancing overall customer experience and satisfaction
• Update customer records and case logs in the CRM system accurately

Qualifications

• Bachelor’s degree in Business, or a related field
• 1–2 years of experience in a call center or customer support environment

Languages

• Fluent in English (spoken and written)
• Fluent in Portuguese (spoken and written)

Technical Skills

• Good computer literacy and confident use of standard office applications
• Fast and accurate typing skills
• Experience with CRM or ticketing systems is an advantage

Availability

• Availability to work rotational shifts, including evenings and weekends