Back to search.Approach People - Customer Service Team lead English plus another European language in Madeira
| Employment Type: | Permanent |
| Location: | Portugal, Funchal |
| Salary: | to be discussed |
| Languages: | English |
Customer Service Team Lead, English plus another European language, Funchal, Portugal
Our client is a well known provider of web-based survey solutions. Because they are still small everyone can have an impact on their success. Our client is trusted by millions of customers, as well as other businesses, academic institutions and organization in more than 190 countries so far.
If this sounds like home to you, and you're ready to make your work matter to millions, we'd love to meet you.
Responsibilities:
Collaborate with customers by phone and email to Identify opportunities to make every user successful. This involves troubleshooting issues and recommending or explaining product and service features that are best suited to the customers needs.
Successfully resolve complex customer e-mail and telephone inquiries through the use of multiple customer support tools and personal product knowledge.
Ensure the highest level of customer satisfaction by providing quality issue resolution within the established response times and pro-actively adapts to needs of queue & service levels.
Address and escalate technical concerns; recreate site and tool issues as necessary; file bug reports.
Work with engineering teams to identify, specify, develop, and deploy operational changes to improve the customer experience and/or prevent or resolve issues.
Identify and evaluate opportunities to increase customer retention and satisfaction through the use of our products and services.
Contribute to the identification and development of opportunities to expand self-help in the application.
Work on projects to enhance team operations and improve productivity.
Qualifications:
World-class customer service focus.
2-3 years experience in phone and email-based product support, preferably for an Internet or e-commerce company.
Be an active listener that can show empathy and patience in a fast paced, non-scripted environment
Native OR Bilingual in at least two European languages. Fluency in English is required. Knowledge of Portuguese will be a plus not mandatory
Excellent verbal and written communication skills to effectively communicate both externally (with customers) and internally (with various departments and levels within the company).
Outstanding problem-solving abilities and organizational skills.
Excellent knowledge of Internet and software applications, including Microsoft Office products.
Knowledge of Salesforce, Remedy or Rightnow would be an asset
Strong initiative and ability to aptly handle ambiguity, competing priorities, and multitasking.
A university degree is required
Recent call centre experience
We offer competitive salaries, medical/dental benefits and equity compensation.
An EU passport or work permit is required for this position
To apply for this position send your CV to susanne@approachpeople.com today!
Our client is a well known provider of web-based survey solutions. Because they are still small everyone can have an impact on their success. Our client is trusted by millions of customers, as well as other businesses, academic institutions and organization in more than 190 countries so far.
If this sounds like home to you, and you're ready to make your work matter to millions, we'd love to meet you.
Responsibilities:
Collaborate with customers by phone and email to Identify opportunities to make every user successful. This involves troubleshooting issues and recommending or explaining product and service features that are best suited to the customers needs.
Successfully resolve complex customer e-mail and telephone inquiries through the use of multiple customer support tools and personal product knowledge.
Ensure the highest level of customer satisfaction by providing quality issue resolution within the established response times and pro-actively adapts to needs of queue & service levels.
Address and escalate technical concerns; recreate site and tool issues as necessary; file bug reports.
Work with engineering teams to identify, specify, develop, and deploy operational changes to improve the customer experience and/or prevent or resolve issues.
Identify and evaluate opportunities to increase customer retention and satisfaction through the use of our products and services.
Contribute to the identification and development of opportunities to expand self-help in the application.
Work on projects to enhance team operations and improve productivity.
Qualifications:
World-class customer service focus.
2-3 years experience in phone and email-based product support, preferably for an Internet or e-commerce company.
Be an active listener that can show empathy and patience in a fast paced, non-scripted environment
Native OR Bilingual in at least two European languages. Fluency in English is required. Knowledge of Portuguese will be a plus not mandatory
Excellent verbal and written communication skills to effectively communicate both externally (with customers) and internally (with various departments and levels within the company).
Outstanding problem-solving abilities and organizational skills.
Excellent knowledge of Internet and software applications, including Microsoft Office products.
Knowledge of Salesforce, Remedy or Rightnow would be an asset
Strong initiative and ability to aptly handle ambiguity, competing priorities, and multitasking.
A university degree is required
Recent call centre experience
We offer competitive salaries, medical/dental benefits and equity compensation.
An EU passport or work permit is required for this position
To apply for this position send your CV to susanne@approachpeople.com today!
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