Customer Experience Representative – Digital Platform

Cross Border Talents; Lisboa; On-site; EUR 21,000 - 32,000; Full time

Job summary

Cross Border Talents is seeking a customer operations advocate to support subscribers of a premium digital service across social, messaging and AI apps. You will explain features, resolve questions and help users manage their accounts.

Fluent English and strong communication are essential. You will use internal tools to investigate cases, follow procedures and escalate sensitive matters when needed.

Qualifications

• Fluent English with good written and spoken skills.
• Clear communication and active listening for customer interactions.
• Customer-focused mindset with a positive, proactive approach.
• Confidence using computers and various digital tools in a fast-paced service environment.
• Practical problem-solving abilities and a methodical approach to tasks.
• Ability to follow defined procedures and manage customer information accurately.

Responsibilities

• Resolve customer enquiries related to accounts, payments and product features.
• Explain subscription options and provide practical guidance.
• Use internal tools to investigate and track cases.
• Escalate technical or sensitive matters through the correct channels.

Skills

Fluent English

Clear communication

Active listening

Customer focus

Computer literacy

Problem solving

Procedures & data handling

Job description

Use your patience, curiosity and problem-solving skills to support customers across digital products. You'll explain features, investigate issues and help subscribers manage their membership.

About the role

Join an international customer operations team supporting subscribers of a premium digital service across social, messaging and AI applications. You will help customers understand their subscription, make the most of included features and resolve account or technical questions. If you enjoy technology, clear communication and solving practical problems, this is an opportunity to build experience in a global digital environment.

What you’ll do

Resolve customer enquiries related to accounts, payments and product features.

Explain subscription options and provide practical guidance.

Use internal tools to investigate and track cases.

Escalate technical or sensitive matters through the correct channels.

What you’ll need

Fluent English, written and spoken; clear communication and active listening; a customer-focused mindset; confidence using computers and digital tools; practical problem-solving skills; and the ability to follow procedures and manage customer information accurately.