Operations Customer Expert – Digital Advertising Support

Cross Border Talents; Lisboa; Presencial; EUR 20 000 - 28 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Health insurance

Dental Insurance

Meal allowance

30 days leave? powers? wait

Resumo da oferta

Cross Border Talents in Lisbon, Portugal, seeks an Operations Customer Expert to advise SMBs on digital advertising solutions. You will deliver multi-channel support via chat, email and phone, ensuring high-quality product assistance and an exceptional client experience.

You will help clients grow, provide pre- and post-sales guidance, resolve issues with empathy, and learn new tools quickly. The role offers a modern office in Lisbon, health benefits, meal allowances, leave and career

Qualificações

• Excellent verbal and written English at a professional level.
• Empathetic, patient, and customer-focused attitude.
• Ability to de-escalate client concerns and resolve inquiries.
• Ability to handle confidential information with integrity.
• Fast learner with a collaborative mindset.

Responsabilidades

• Provide pre- and post-sales support across Chat, Email and Phone.
• Help SMB clients grow using digital advertising tools and products.
• Offer guidance to optimize campaigns and product usage.
• Strive for high CSAT through friendly, effective service.
• De-escalate conflicts with tact and professionalism.
• Learn new software and stay updated on product updates.

Conhecimentos

English C1

Empathy & customer focus

Problem solving

Information security awareness

Teamwork

Descrição da oferta de emprego

About the Role

We are looking for a highly motivated, empathetic, and communicative Operations Customer Expert to join our team in Lisbon, Portugal. In this role, you will act as a trusted advisor to Small and Medium-Sized Businesses (SMBs), helping them expand their reach and grow their business through digital advertising solutions.

You will deliver pre- and post-sales support across multiple channels (Chat, Email, and Phone), ensuring every client receives high-quality product support and an exceptional experience.

Key Responsibilities

• Client Support & Growth: Assist SMB clients in growing their business using self-serve digital advertising tools and products.
• Omnichannel Communication: Manage client inquiries efficiently via Chat, Email, and Phone.
• Product & Tool Guidance: Offer pre- and post-sales assistance, troubleshooting, and best-practice guidance to optimize ad campaign performance.
• Drive CSAT (Customer Satisfaction): Deliver empathetic, friendly, and warm service aimed at achieving high CSAT scores after every client interaction.
• Conflict De-escalation: Handle challenging or sensitive client situations with tact, professionalism, and care.
• Continuous Learning: Rapidly adapt to new software programs, advertising tools, and product updates.

Requirements & Skills

• Language: Exceptional verbal and written English communication skills (C1 Level minimum).
• Soft Skills: Highly empathetic, patient, helpful, and customer-focused.
• Problem-Solving: Proven ability to de-escalate customer concerns and resolve complex inquiries.
• Information Security: High integrity and capability to handle confidential and sensitive client data.
• Teamwork & Learning: Excellent team spirit with a fast-learning mindset.

Training & Onboarding

• Duration: ~15 working days (8 hours/day, conducted in English).
• Content: Comprehensive onboarding covering product knowledge, customer management, software systems, and practical on-the-job training.
• Training Allowance: Paid training allowance upon successful completion.

What We Offer

• Workplace: Modern office environment in Lisbon.
• Health Benefits: Private Health and Dental Insurance upon contract signature.
• Perks & Bonuses: Monthly Meal Allowance (paid via prepaid card) + Portuguese statutory Holiday & Christmas allowances.
• Vacation: 22 days of paid annual leave + public holiday compensations.
• Career Path: Opportunities for professional development and permanent employment.