Resolution Specialist - German Speaker

Cross Borders Talents; Matosinhos; On-site; EUR 24,000 - 36,000; Full time

Benefits offered by this job

Health Insurance

Life Insurance

Family Plan

Job summary

Cross Borders Talents is seeking a Resolution Specialist who speaks German to support customers of a Streaming Platform. Work from our Lisbon-area office with a Monday–Friday schedule, 9:00–18:00, and a 1-month training plus fixed-term contract.

You will handle live chat, email and possibly calls, troubleshoot issues, document actions, enforce policies, analyze data trends and prepare KPI reports. Relocation support and comprehensive benefits are offered.

Qualifications

• 12 months of Customer Support within a Contact Center.
• Knowledge of BPO KPIs: C-SAT, NPS, SLAs.

Responsibilities

• Answering queries via chat, email, or phone.
• Troubleshooting streaming platform issues.
• Documenting actions and categorizing cases.
• Enforcing client policies (Policy, Safety, Copyright).
• Analyzing data trends and generating KPI reports.

Skills

Customer support

BPO KPIs

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.

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