Operations Customer Expert

David Kennedy Recruitment is working with a leading Outsourcing/BPO consultancy who is seeking to onboard Czech speaking Operations Customer Expert for their Lisbon offices.

Position: Operations Customer Expert

Location: Lisbon, Portugal

Employment type: Full-time

Remuneration: Base salary.

DUTIES AND RESPONSIBILITIES:

• Assist customers via phone, email, and chat with inquiries related to products.
• Provide in-depth information about the company's products and services, helping customers make well-informed decisions based on their unique needs.
• Address customer concerns with empathy and professionalism, striving for satisfaction and building trust in each interaction.
• Accurately document all customer interactions and inquiries using the SAP CRM system for proper tracking and follow-up.
• Identify and escalate complex or unresolved issues to higher-level support or management to ensure quick resolution.
• Collaborate with internal teams to deliver efficient and effective solutions to customer issues.
• Perform regular customer service tasks, including updating and maintaining the customer database.
• Reach out to customers post-interaction to evaluate satisfaction and identify opportunities for improvement.
• Manage customer complaints and oversee the returns process, ensuring compliance with company policies.

REQUIREMENTS:

• Native/fluent in Czech (C1), both verbal and written. Fluent in English (minimum B2 level)
• Excellent communication skills, with the ability to listen attentively and respond thoughtfully to customer inquiries
• Strong problem-solving abilities to address customer concerns efficiently and provide appropriate solutions
• Experience in customer service, particularly in handling technical or product-related inquiries, is preferred but not required
• Ability to remain calm and composed during high-pressure situations, such as emergencies or difficult customer interactions
• Proficiency in using email, phone systems, and other customer service tools; experience with CRM software is a plus
• Strong organizational skills to manage multiple customer requests and document conversations accurately.

BENEFITS:

• Excellent remuneration package based on experience, skills and performance
• Be part of a dynamic multilingual, multicultural and creative team with positive and friendly atmosphere
• Guidance and tools to reach career potential
• Fully paid training on the company and products
• Opportunity to work in a supportive environment focused on growth and skill development
• Relocation support