Customer Service Representative

David Kennedy Recruitment is working with a leading Outsourcing/BPO consultancy who is seeking to onboard a Dutch-speaking Customer Service Representative to join their team in Lisbon.

Position: Customer Service Representative

Location: Lisbon, Portugal

Work model: On site

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

Remuneration: Base salary

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 Dutch (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:

• 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!