Dutch-Speaking Operations Customer Expert

Cross Border Talents; Lisboa; Teletrabalho; EUR 18 000 - 24 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Health insurance from day one

Remote work in Portugal

International team environment

Professional development opportunities

Resumo da oferta

Cross Border Talents is hiring an Operations Customer Expert to deliver professional, friendly, and efficient customer service in an international e-commerce environment. You will assist customers with orders, deliveries, payments, and returns, and work with external sellers and internal teams to resolve issues.

The role offers full-time remote work anywhere in Portugal with comprehensive onboarding and ongoing training to develop customer service and e-commerce expertise.

Qualificações

• Fluent/native level Dutch (C1/C2 or equivalent) required.
• Good English communication skills for internal communication and training.
• Strong customer-service orientation with excellent verbal and written skills.

Responsabilidades

• Listen to customers' questions and requests and provide accurate information.
• Resolve issues related to orders, deliveries, payments, returns, and digital products.
• Escalate complex problems to the appropriate departments and coordinate with sellers and teams.
• Maintain a professional, friendly, customer-focused approach in every interaction.
• Work with colleagues to ensure a consistent customer experience.

Conhecimentos

Dutch fluency

English communication

Customer service

Multitasking

Descrição da oferta de emprego

Are you passionate about customer service and helping people find effective solutions? Would you like to work in an international environment and develop your skills in e-commerce and customer support?

We are looking for Operations Customer Experts to join our international customer service team in Lisbon, Portugal.

About the Role

As an Operations Customer Expert, you will be responsible for providing a professional, friendly, and efficient customer service experience.

You will assist customers with questions and issues related to orders, deliveries, payments, returns, and digital products. You will also work closely with external sellers and internal departments to ensure that customer issues are resolved effectively.

Your Responsibilities

• Listen carefully to customers' questions, concerns, and requests.

• Provide accurate information, answers, and practical solutions.

• Troubleshoot issues related to:

  • Orders
  • Deliveries
  • Payments
  • Returns
• Act as a point of contact for external sellers.
• Provide information and support regarding digital products.
• Escalate complex or unresolved issues to the appropriate departments.
• Reroute requests when necessary to ensure customers reach the right team.
• Maintain a professional, friendly, and customer-focused approach in every interaction.
• Work collaboratively with colleagues to provide a consistent customer experience.

Communication Channels

Customer support will primarily be provided through:

• Phone
• Email

Training

All new employees receive comprehensive training to prepare them for the role.

The training lasts 6 working days, with 8 hours per day, and covers:

• Introduction and integration into the team.
• Training on relevant computer software and systems.
• Comprehensive product and service training.
• Customer management techniques for phone and email support.
• On-the-job training.
• Practical application and independent implementation of the training content.

Candidates who successfully complete the training will proceed to the employment contract stage.

Working Conditions

• Full-time: 40 hours per week.
• Working day: 8 hours, plus a lunch break.
• Schedule: Rotational shifts from Monday to Sunday.
• Operating hours: 07:00–23:00.
• Location: Remote — anywhere within Portugal
• Work arrangement: 100% work from home
• Portuguese public holidays apply.
• Annual holiday entitlement according to Portuguese employment law.
• Health insurance available from the first day of employment
• Requirement: Candidates must currently reside in Portugal
• Home setup: Reliable internet and suitable home working environment

Employment Details

• Initial employment contract with a foreseeable duration of approximately 12 months.
• Employment beyond two years may transition to a permanent employment relationship, according to applicable conditions.
• Holiday and Christmas allowances are provided in accordance with Portuguese employment regulations.
• Meal allowance provided.
• Performance/productivity incentives may be available depending on applicable objectives.
• Training is compensated for candidates who successfully complete the training period.

What We're Looking For

• Fluent/native-level Dutch (C1/C2 or equivalent), both spoken and written.
• Good English communication skills for internal communication and training.
• Strong customer-service orientation.
• Excellent verbal and written communication skills.
• Ability to listen actively and understand customer needs.
• Strong problem-solving skills.
• Ability to remain calm and professional when handling challenging situations.
• Good organizational and multitasking skills.
• Comfortable working with computers and learning new software.
• Ability to work independently and as part of an international team.
• Flexibility to work rotational shifts, including weekends.
• Previous experience in customer service, e-commerce, retail, technical support, or a similar environment is an advantage.

What You Can Expect

• Comprehensive onboarding and training.
• International and multicultural working environment.
• Opportunity to develop customer service and e-commerce expertise.
• Experience working with orders, deliveries, payments, returns, and digital products.
• Opportunities for professional development.
• Supportive team environment.
• Health insurance from the start of employment.
• Employment benefits in accordance with Portuguese regulations.