David Kennedy Recruitment is working with a leading Outsourcing/BPO consultancy who is seeking to onboard Czech speaking Operations Customer Expert for their Lisbon offices.
Position: Operations Customer Expert
Location: Lisbon, Portugal
Employment type: Full-time
Remuneration: Base salary.
DUTIES AND RESPONSIBILITIES:
Assist customers via phone, email, and chat with inquiries related to products.
Provide in-depth information about the company's products and services, helping customers make well-informed decisions based on their unique needs.
Address customer concerns with empathy and professionalism, striving for satisfaction and building trust in each interaction.
Accurately document all customer interactions and inquiries using the SAP CRM system for proper tracking and follow-up.
Identify and escalate complex or unresolved issues to higher-level support or management to ensure quick resolution.
Collaborate with internal teams to deliver efficient and effective solutions to customer issues.
Perform regular customer service tasks, including updating and maintaining the customer database.
Reach out to customers post-interaction to evaluate satisfaction and identify opportunities for improvement.
Manage customer complaints and oversee the returns process, ensuring compliance with company policies.
REQUIREMENTS:
Native/fluent in Czech (C1), both verbal and written. Fluent in English (minimum B2 level)
Excellent communication skills, with the ability to listen attentively and respond thoughtfully to customer inquiries
Strong problem-solving abilities to address customer concerns efficiently and provide appropriate solutions
Experience in customer service, particularly in handling technical or product-related inquiries, is preferred but not required
Ability to remain calm and composed during high-pressure situations, such as emergencies or difficult customer interactions
Proficiency in using email, phone systems, and other customer service tools; experience with CRM software is a plus
Strong organizational skills to manage multiple customer requests and document conversations accurately.
BENEFITS:
Excellent remuneration package based on experience, skills and performance
Be part of a dynamic multilingual, multicultural and creative team with positive and friendly atmosphere
Guidance and tools to reach career potential
Fully paid training on the company and products
Opportunity to work in a supportive environment focused on growth and skill development
Relocation support