Resolution Specialist - German Speaker

Cross Borders Talents; Lisboa; On-site; EUR 18,000 - 25,000; Full time

Benefits offered by this job

Meal allowance

Transportation bonus

Yearly bonus 5% of base salary

Health Insurance

Life Insurance & Family Plan

Relocation support

Job summary

Cross Borders Talents in Lisbon is hiring a Resolution Specialist - German Speaker to support our streaming platform customers. You will handle inquiries via live chat, email, and possibly inbound calls, resolve issues, document actions, and classify cases while adhering to policy, safety, and copyright guidelines.

In addition to customer experience excellence, you will track KPIs such as C-SAT, NPS, and SLAs, participate in the recruitment steps, and benefit from relocation support and

Qualifications

• 12 months of Customer Support within a Contact Center.
• Knowledge of BPO KPIs: C-SAT, NPS, and SLAs.
• German language proficiency: C1 level.

Responsibilities

• Provide timely customer support via live chat, email, and potentially inbound calls.
• Identify and troubleshoot client issues; document actions and categorize cases.
• Enforce policies related to Policy, Safety, and Copyright management.
• Analyze data trends and generate KPI reports to improve customer experience.

Skills

German C1

Customer Support

Job description

About the job Resolution Specialist - German Speaker

• JD Overview:
  
  
  
  • Project: Streaming Platform
  
  
  • Schedule: Monday to Friday - 9h to 18h
  
  
  • Location: Office-based
  
  
  • Office Location: Lisbon (Santos - To Be Confirmed
    
  
  
  
  

Responsibilities:

As a Customer Experience Specialist, your role involves providing timely and effective support to customers through live chat, email, and potentially inbound calls. You'll excel in identifying and troubleshooting client issues, meticulously documenting actions and categorizing cases. Staying informed about and enforcing client policies, especially in areas like \"Policy, Safety, and Copyright management,\" is crucial. From resolving technical challenges to analyzing data trends, your contributions will ensure a positive customer experience and the generation of insightful reports on key performance indicators.

Summarized Job Description:

• Answering customer queries via phone, e-mail, or chat.


• Troubleshooting issues related to the streaming platform.


• Knowledge of BPO KPIs: C-SAT (Customer Satisfaction), NPS (Net Promoter Score), and SLAs (Service Level Agreements).
  

Mandatory Skills:

• 12 months of Customer Support within a Contact Center (preferably).


• Knowledge of BPO KPIs: C-SAT, NPS, and SLAs.


• German C1
  

Location:

• Office-based in Lisbon (Santos - To Be Confirmed)

Recruitment Steps:

• Initial Screening


• Ops Round


• OLA (Operational Language Assessment)


• HR Interview

Meal Allowance/Daily: 7.63/work day paid in a meal card (net amount)

Transportation Annual Bonus: 720/year

Yearly Target Bonus: 5% of the yearly gross base salary

Other Benefits:

• Health Insurance & Life Insurance & Family Plan (Spouse and Children)

Type of Contract:

• 1-month training contract + 1-year Fixed-Term Contract with a 30-day probation period

Relocation Support (for people moving from outside of Continental Portugal):

• Bureaucratic support to obtain the NIF and NISS


• Assistance in finding a house according to the needs of the candidate


• Relocation bonus of 2,000 (gross) paid with the first payroll cycle