English Multichannel Customer Service Agent

Cross Border Talents; Lisboa; On-site; EUR 17,000 - 22,000; Full time

Benefits offered by this job

Paid training

Job summary

Cross Border Talents is seeking a Multichannel Customer Service Agent in Lisbon to support customers across phone, email, and messaging apps. You will aim to resolve queries on first contact by quickly understanding the issue and checking the relevant account details.

You will document all interactions in the CRM and flag recurring product issues to the team lead, contributing to improvements and a seamless customer experience.

Qualifications

• Fluent English at C1 level or higher.
• Previous contact-centre experience is a plus but training covers systems and tone.
• Able to learn new tools quickly and switch between channels.
• Shifts include evenings and weekends.

Responsibilities

• Support customers via phone, email, and messaging app.
• Aim to resolve queries on first contact by understanding the real question and checking account details.
• Document every outcome in the CRM for continuity.
• Flag recurring product issues to the team lead to help fix root causes.

Skills

Fluent English

Fast learner

Multichannel support

CRM knowledge

Job description

About the role

As a Multichannel Customer Service Agent in Lisbon, you will support customers of an international brand wherever they choose to reach us. On any given shift you may take a phone call, answer an email, and respond to a messaging app conversation, so adaptability is central to this role. Your goal is to resolve queries on first contact wherever possible, which means understanding the real question quickly, checking the relevant account details and giving a complete answer.

Every outcome must be documented in our CRM so that colleagues can pick up the thread if needed. You will also flag recurring product problems to your team lead, which helps the business fix issues at source.

Requirements

• fluent English at C1 level or higher, which is the minimum for this role.
• Previous contact-centre experience is a plus but is not required, because training covers our systems and tone of voice in detail.
• You should be quick to learn new tools and comfortable switching between channels.
• Shifts include evenings and weekends.

What we offer

• Paid training and a supportive team environment.