English Customer Support Advisor (m/f/d) – Rotational Shifts – Lisbon

Best Hire; Lisboa; Presencial; EUR 18 000 - 28 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Meal allowance

Health insurance

Shift allowance

Paid training and onboarding

Career progression

Resumo da oferta

Best Hire in Lisbon is hiring English Customer Support Advisors to join our on-site team. You will handle inquiries by phone, email and live chat, resolve issues on first contact where possible and contribute to a positive customer experience.

This role requires rotational shifts, including evenings, weekends and public holidays. Training starts October 2026 and you must be based in Lisbon or nearby with valid right to work in Portugal. Prior contact center experience is a plus.

Qualificações

• Fluent English at a professional level, written and spoken.
• Based in Lisbon or surrounding area and able to commute daily.
• Right to work in Portugal (EU citizen or valid residence permit).
• Willing to work rotational shifts, including evenings, weekends and holidays.
• Start date in October 2026. Prior customer service or contact center experience is a plus.

Responsabilidades

• Respond to customer inquiries by phone, email and chat in English.
• Troubleshoot and resolve account, billing, order or technical issues.
• Log every interaction accurately in the CRM / ticketing system.
• Meet KPIs for FCR, AHT and CSAT.
• Escalate complex cases and follow up until solved.
• Identify recurring issues and share feedback to improve processes.
• Follow GDPR and client guidelines.

Conhecimentos

Fluent English

Communication skills

Problem-solving

Active listening

Customer focus

Ferramentas

Zendesk

Salesforce

Freshdesk

Descrição da oferta de emprego

Location: Lisbon, Portugal (On-site)
Employment Type: Full-time, Permanent contract
Schedule: Rotational shifts, including weekends and public holidays
Salary: Competitive, plus benefits
Start Date: October 2026

About Us

Wa are a leading BPO (Business Process Outsourcing) company delivering customer experience solutions for international brands. Our Lisbon site supports customers across regions in multiple languages, and we're growing our English-speaking team.

About the Role

We're hiring English Customer Support Advisors to join our on-site team in Lisbon. You'll represent a leading international client, handling customer inquiries by phone, email and live chat. You'll resolve issues on the first contact where possible and create a positive customer experience. This role runs on rotational shifts, so flexibility is essential. Training starts in October 2026.

Key Responsibilities

• Respond to customer inquiries by phone, email and chat in English
• Troubleshoot and resolve account, billing, order or technical issues
• Log every interaction accurately in the CRM / ticketing system
• Meet KPIs for first contact resolution (FCR), average handle time (AHT) and customer satisfaction (CSAT)
• Escalate complex cases to the right team and follow up until they're resolved
• Identify recurring issues and share feedback to improve processes
• Follow data protection (GDPR), client and quality guidelines

Requirements

• Fluent English at C1 level or above, written and spoken
• Based in Lisbon or the Greater Lisbon area, and able to commute to our office daily
• Valid right to work in Portugal (EU citizenship or a valid residence permit)
• Available to work rotational shifts, including evenings, weekends and public holidays
• Available to start in October 2026
• Previous experience in customer service, customer support, a call center, a contact center or a BPO is an advantage
• Comfortable using a computer, CRM software and multiple systems at once
• Strong communication, problem-solving and active-listening skills
• Customer-focused, patient and calm under pressure

Nice to Have

• Portuguese or another European language
• Experience with Zendesk, Salesforce, Freshdesk or similar tools
• Background in e-commerce, tech or telecom support

What We Offer

• Permanent contract
• Competitive salary
• Meal allowance
• Shift allowance and performance bonuses
• Health insurance
• Paid training and onboarding
• Career progression to Team Leader, Quality Analyst or Trainer roles
• Modern office in [area], close to public transport
• Friendly, multicultural team environment