Reference: COLI

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About Lisbon

Lisbon is a perfect destination for those who love sun and warmth. The city is known for its unique architecture, fantastic food, and vibrant city life, where you can find both cool clubs and cozy bars. If you're crazy about beautiful nature, there's plenty in store for you as well - and some of Portugal's most delightful beaches are not far away. Our client offers the opportunity to live in Lisbon while developing a career in customer service, so please read on if it sounds like something for you!

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We offer

• Health Insurance & Life Insurance & Family Plan (Spouse and Children)
• Relocation package: refund of up to 2000 euros with the first payslip, assistance in finding accommodation, support in obtaining NIF (Portuguese tax number) and NISS (required for residence permit)
• Meal allowance: 7.63 € per day of work, paid in 11 instances on a meal card
  Performance bonuses
• Development opportunities (move to another project, team leader, quality analyst, HR department)
• Social events

About the company

Our client helps companies modernize technology, reinvent processes, and transform experiences, and in this project they are looking to hire a senior customer support agent for the biggest and most famous online video platform in the world!

Your primary purpose is to respond to customers' B2C and B2B inquiries via phone, email, or chat. You will need to identify the customer's problem, troubleshoot to find a solution, document your actions, and categorize potential errors. It's a job function where you have many balls in the air, so you need to be able to manage that. It will also be advantageous if you have some knowledge of video streaming, as our client is considered the most well-known platform.

The job

As a Senior Customer Support Agent you will be answering customers’ queries B2C and B2B via phone, e-mail or chat, identifying the client’s problem; troubleshooting them to find the solution; documenting each action you take; and categorizing cases and possible bugs. In this role stress resistance and resistance are of very high importance. Our client is most know video streaming platform

Your daily work will include tasks like these:

• Provide general and technical support to customers who use any of paid products (Premium, Music, super chat, super stickers, movies and shows OR channel memberships)
• Escalate complex problems according to defined procedures.
• Policiy, Safety and Copyright management (e.g Understand ads, navigation policy and copyright guidelines)
• Troubleshoot different problems (e.g problems with playing videos, uploading, account & bugs issues, membership issues)
• Customer Support for monetization purposes (e.g. How to make money & optimize channel)
• Understand and remain up to date with client's policies and guidelines
• Support with Account and Settings (e.g. Resolve content ID and rights management issues)

Your qualifications

💭 You speak and write Swedish at a native level and you are fluent in English (B2).

🎓 Experience; At least 12 months of Customer Support within Contact Center to be considered a Senior Agent. Knowledge of BPO KPI's: C-SAT (Customer Satisfaction); NPS (Net Promoter Score) & SLAs (Service Level Agreement)

💻 You have a good understanding and level of computer handling skills.

💪🏻 Excellent problem solving skills with the capability of research and identification of the right information.

🥇 You have strong communication and negotiation skills and you are service-oriented, professional, and thorough.

If you have any questions about the position, please feel free to send an email to info@jobsqd.com. Our recruiters are ready to help answering any question you may have!