Hybrid-Remote Customer Experience Specialist

Online Filings; Lisboa; Híbrido; EUR 12 000 - 13 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Fixed schedule

Salary €1,100-€1,200 gross per month

Meal allowance €230 per month

Hybrid/Remote working

Office in Cascais (one day/wk)

Equipment provided

6 months renewable contract

Resumo da oferta

Online Filings in Portugal is seeking a Customer Experience Specialist to deliver exceptional service across phone, email and live chat, guiding users with deep product knowledge.

You will resolve inquiries, troubleshoot issues, process refunds, maintain records, and collaborate with product and support teams to improve the customer journey. The role offers a 6‑month renewable contract, 40 hours per week, and a hybrid/remote pattern with occasional office days in Cascais.

Qualificações

• 6+ years in customer experience roles in a Software as a Service company.
• Bachelor's degree is preferable.
• Strong communication and interpersonal skills.
• Native or fluent English level (C1 minimum) with outstanding speaking and writing skills.

Responsabilidades

• Deliver outstanding customer service via phone, email, and online chat, ensuring clients have the best experience possible.
• Serve as an escalation point for complex issues, providing clear solutions and maintaining customer satisfaction.
• Relay customer feedback for product improvements, identify issues affecting the customer experience and recommend solutions, elevate bugs to the Tech Support team.
• Assess, process, and resolve refund requests in line with company policies, balancing customer experience with business objectives.
• Communicate refund decisions effectively, offering alternatives where appropriate to retain customers.
• Develop strong knowledge of Online Filings’ products to provide accurate information, understand customer needs, and upsell relevant services.
• Maintain accurate records of customer interactions and actions taken.
• Resolve or escalations customer complaints promptly and efficiently.

Conhecimentos

Customer experience

SaaS

CRM systems

Zendesk

Salesforce

Communication

Empathy

Problem solving

Formação académica

Bachelor's degree (preferred)

Ferramentas

Zendesk

Salesforce

MS Office

Descrição da oferta de emprego

Online Filings in Portugal is seeking a Customer Experience Specialist to deliver exceptional service across phone, email and live chat, guiding users with deep product knowledge.

You will resolve inquiries, troubleshoot issues, process refunds, maintain records, and collaborate with product and support teams to improve the customer journey. The role offers a 6‑month renewable contract, 40 hours per week, and a hybrid/remote pattern with occasional office days in Cascais.