Customer Service Representative - German - Lisbon

Position: Customer Service Representative

Location: Lisbon, Portugal

Work model: on site

Employment type: fixed term (6 months) with possibility of extension / permanent contract

DUTIES AND RESPONSIBILITIES:

• Handle customer interactions across various communication channels, including phone, email, live chat, and social media.

• Provide clear and accurate information in response to customer inquiries, following established company policies and procedures.

• Assist with general questions, product or service information, and basic technical support.

• Respond to incoming customer requests and accurately document relevant case details in the appropriate systems.

• Escalate complex or unresolved issues to the appropriate internal teams or higher-level support as necessary.

• Collaborate with colleagues and technical teams to resolve customer concerns and ensure proper case closure.

• Manage a personal queue of service tickets, prioritize tasks, and follow guidance from supervisors.

• Offer feedback to improve service processes and contribute to team knowledge sharing.

REQUIREMENTS:

• Native / fluent in German (C2) both verbal and written. Fluent in English (minimum B2 level)

• Strong verbal and written communication skills across various platforms (phone, email, chat, social media).

• Basic understanding of customer service principles and the ability to follow standard procedures.

• Ability to handle technical inquiries and troubleshoot common issues with guidance.

• Experience with customer service software, ticketing systems, or CRM tools is preferred.

• Effective problem-solving skills and the ability to work collaboratively in a team-oriented environment.

• Organized, detail-oriented, and able to manage multiple tasks simultaneously.

• Willingness to learn and adapt in a fast-paced or evolving support environment.

• Working schedule: shift rotation, Monday to Friday: 07:30AM-8PM

OFFER:

• Opportunity to work with a leading global travel & tourism brand

• Competitive salary with performance-based incentives

• Professional growth opportunities within the BPO industry

• Collaborative and supportive work environment

• Access to exclusive travel perks and discounts

• And many more!