German Senior Customer Support Agent in Lisbon

About Lisbon

Lisbon is a rewarding destination where the modern architecture blends into old neighborhoods perfectly. You can always find a good restaurant for seafood or bacalhau on the next corner at a low price with a sea view.

About the job

We help companies modernize technology, reimagine processes and transform experiences, so they stay ahead in a fast-changing world. We are looking for a senior content moderator to support our team. The primary purpose is to answer customers' B2C and B2B queries via phone, e-mail, or chat; identify the client's problem; troubleshoot them to find the solution; document each action you take; and categorize cases and possible bugs. In this role, stress resistance is significant. Our client is the most known video streaming platform.

Key responsibilities (Paid product):

• Answering customers’ inquiries 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 so that the engineering team to address them as a bunch.
• 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)

Key responsibilities (Creators):

• Policy, 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 channels)
• Understand and remain up to date with the client's policies and guidelines
• Support with Account and Settings (e.g., Resolve content ID and rights management issues)

Required qualifications

• Fluency in German and English 
• At least 12 months of experience in customer support within the Contact center to be considered a senior agent.
• Knowledge of BPO KPIs: C-SAT (Customer satisfaction); NPS (Net promoter Score); SLAs (Service Level Agreement)

What we offer

• Competitive salary and performance bonus
• Relocation package - Reimbursement up to 2000 euros with the first payslip; Assistance to find accommodations; Bureaucratic support to get NIF and NISS
• Health insurance & life insurance & Family plan (spouse/legal partner and children)
• Meal and WFH allowance
• Training and education

Please submit your CV and Cover letter in English.

If you have any questions, feel free to get in contact with our recruiter!