David Kennedy Recruitment is working with a leading Outsourcing/BPO company that is looking to recruit Italian & English-speaking Technical Support Advisor for their offices in Lisbon.
Position: Technical Support Advisor
Location: Lisbon, Portugal
Employment type: Full-time
Remuneration: Base salary.
DUTIES AND RESPONSIBILITIES:
- Communicate with customers using various channels
- Respond to customers queries in timely and efficient manner
- Ensure customer satisfaction and provide professional customer support
- Assist users with pre-sales, general inquiries, and technical support issues via phone/email/chat/social/social messaging channels (as assigned)
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
- Able to identify when the issue should be re-assigned to another department or more senior representative
- Collaborate with other specialists to solve or properly close help tickets
- Listen to the customer's unique situation and acknowledge their needs
- Go beyond the customer's service expectations so they will remember and share their great experience
- Keep records of customer interactions, comments, and complaints, and in line with internal procedures
- Maintain and update all job-related administrative forms.
- Native/fluent in Italian, both oral and written. Fluent in English
- Possess excellent writing and verbal communication skills to simplify technical language for non-technical users
- Resourceful and stress resilient personality that can adapt and remain calm in all situations
- Treat all data and personal information with utmost confidentiality
- Keep up with the latest Search Engine and tech-related trends
- Ability to meet tight deadlines with minimum supervision and in timely manner
- Ability to work independently, while being team player at the same time
- Customer oriented role experience will be considered as an advantage.
- Excellent remuneration package based on experience, skills and performance
- Be part of a dynamic and creative team with positive and friendly atmosphere
- Private Health insurance provided by the Company
- Guidance and tools to reach your full potential
- Relocation package and assistance.