Customer Service Representative - Digital Technology

Encaja Talent; Lisboa; On-site; EUR 20,000 - 30,000; Full time

Benefits offered by this job

Meal allowance

Health insurance

Dental insurance

Permanent contract possibility

On-site in Lisbon

Job summary

Encaja Talent in Lisbon is partnering with a leading international customer experience company to recruit English-speaking Customer Support Specialists for a premium digital subscription service spanning Facebook, Instagram, WhatsApp, and AI-powered apps.

You will handle subscriptions, billing and plan options; assist users across social media and AI tools; troubleshoot issues; and guide customers through features while maintaining high service standards.

Qualifications

• Excellent command of English, both written and spoken.
• Strong communication skills with a customer-oriented mindset.
• Interest in AI, social media, and digital technology.
• Good technical aptitude and ability to troubleshoot common digital platform issues.
• Comfortable using social media applications, online services, and digital tools.
• Strong problem-solving abilities and attention to detail.

Responsibilities

• Provide customer support in English to users of a premium digital subscription service.
• Assist customers with subscription management, including registrations, renewals, billing, and plan options.
• Support users across social media, messaging, and AI-powered applications.
• Guide customers through premium features, integrated AI tools, and account settings.
• Troubleshoot technical issues related to subscriptions, account access, and platform functionalities.
• Explain product features and help subscribers make the most of available services.
• Handle customer enquiries professionally and provide clear, effective solutions.
• Conduct targeted outbound calls when necessary to resolve customer issues.
• Investigate recurring technical problems and identify appropriate solutions.
• Monitor customer feedback and report common issues to the relevant teams.
• Maintain accurate records of customer interactions and support requests.
• Ensure compliance with internal procedures and customer service quality standards.

Skills

English proficiency

Communication

Tech troubleshooting

Customer focus

Team collaboration

Tools

Social media platforms

AI-powered apps

Job description

We're partnering with a leading international customer experience company to recruit English-Speaking Customer Support Specialists for an innovative project supporting a global technology leader in social media, artificial intelligence, and digital communication.

In this role, you will provide dedicated support to users of a premium subscription service that integrates advanced AI tools and exclusive features across popular social media and messaging platforms, including Facebook, Instagram, WhatsApp, and AI-powered applications.

This is an excellent opportunity for candidates passionate about technology, artificial intelligence, and customer service. The position is based in Lisbon, Portugal, with both day and night shift opportunities available.

Your Role:

• Provide customer support in English to users of a premium digital subscription service
• Assist customers with subscription management, including registrations, renewals, billing, and plan options
• Support users across social media, messaging, and AI-powered applications
• Guide customers through premium features, integrated AI tools, and account settings
• Troubleshoot technical issues related to subscriptions, account access, and platform functionalities
• Explain product features and help subscribers make the most of available services
• Handle customer enquiries professionally and provide clear, effective solutions
• Conduct targeted outbound calls when necessary to resolve customer issues
• Investigate recurring technical problems and identify appropriate solutions
• Monitor customer feedback and report common issues to the relevant teams
• Maintain accurate records of customer interactions and support requests
• Ensure compliance with internal procedures and customer service quality standards

Your Qualifications:

• Excellent command of English, both written and spoken
• Strong communication skills and a customer-oriented mindset
• Interest in artificial intelligence, social media, and digital technology
• Good technical aptitude and ability to troubleshoot common digital platform issues
• Comfortable using social media applications, online services, and digital tools
• Strong problem-solving abilities and attention to detail
• Ability to explain technical information clearly and effectively
• Professional, empathetic, and solution-oriented approach to customer enquiries
• Good organisational skills and ability to manage multiple tasks
• Ability to work independently and collaborate effectively within a team
• Previous experience in customer support, technical support, or contact centres will be considered an advantage
• Familiarity with Facebook, Instagram, WhatsApp, and AI-powered tools is an advantage
• Availability to work rotating shifts, including weekends
• Availability to work on-site in Lisbon, Portugal

The Offer:

• Fully on-site position in Lisbon, Portugal
• Full-time employment, 40 hours per week
• Choice between day and night shift opportunities, subject to availability
• Day shift: rotating schedules between 07:00 and 22:00, Monday to Sunday
• Night shift: schedules between 22:00 and 07:00, Monday to Sunday
• Additional night shift compensation in accordance with Portuguese labour law
• Two rotating days off per week
• Initial training of 10 working days, 8 hours per day
• Training compensation upon successful completion
• Initial employment contract with an expected duration of 12 months
• Possibility of a permanent contract after 2 years
• Performance-based bonus
• Meal allowance provided through a prepaid meal card
• Holiday and Christmas allowances paid in monthly instalments
• 22 working days of annual leave
• Private health and dental insurance after contract signature, subject to having a Portuguese tax number (NIF) and Social Security number (NISS)
• Compensatory time off for working on Portuguese public holidays, according to project conditions