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Lisbon, Portugal
Multilingual Service & Delivery E-commerce Expert
Workster partners with a major international BPO industry to grow their rapidly expanding German, French and Italian presence in Lisbon, Portugal, for their exciting client, a worldwide leading company in short-form mobile video. This client creates to inspire – for you, for us, and for more than 1 billion users on the platform, leading with curiosity and aim for the highest, never shying away from taking calculated risks and embracing ambiguity as it comes.
Your Role
* You will be part of a global team that’s responsible for ensuring our marketplace is safe
and trustworthy for not only our users, but also sellers and creators.
* Manage customer/seller/creator enquiries proficiently and professionally while
meeting specific quality expectations.
* Identify root cause of reported issues and provide appropriate resolutions in order to
deliver excellent service. Summarize the Q&A and log in to the knowledge
management tool.
* Promptly escalate critical/ high-risk cases to the appropriate authority.
* Coordinate with other teams/ departments to resolve customer issues, follow-up and
make sure close-loop to all escalations.
* Look for opportunities to identify ongoing issues and eliminate repeat complaints,
reduce escalation rate in order to enhance operating process and improve overall
customer experience.
* Adhere to established procedures and guidelines while providing quality customer
service in order to meet and exceed department standards.
* Engage sellers to develop long-term relationships and confidence in client’s
Ecommerce.
* Support ad-hoc projects and initiatives per business needs
Your Qualifications
* C1 level of Italian, German OR French
* Intermediate level of English (B1-B2)
* Based in Lisbon or willing to relocate there
* Previous BPO experience or similar is an advantage
* Flexibility regarding shifts and working hours
* Efficient and flawless problem-solving and decision-making
The Offer
* Fantastic base salary package
* Great Signing Bonus
* Possibility to join a Team for a huge brand and global recognition
* Excellent career progression possibilities with a growing Team
* Good office location in the city centre of Lisbon
Book a 15min call with us here according to your schedule!
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