David Kennedy Recruitment is working with a leading Outsourcing/BPO consultancy that is seeking to onboard a Customer Service Representative for online video sharing and social media platforms for their Lisbon office. 

Position: Customer Service Representative

Location: Lisbon, Portugal

Employment type: Full-time

DUTIES AND RESPONSIBILITIES:

• Handle and resolve escalated inquiries or appeals from users or clients regarding decisions affecting their products or services.

• Translate complex technical or policy-related issues into clear, concise communications across email, chat, and support platforms.

• Perform thorough research and apply critical thinking to deliver accurate and policy-aligned resolutions.

• Communicate effectively and demonstrate strong subject matter expertise to advocate for user or stakeholder perspectives.

• Review, organize, and update user-facing content and documentation to ensure clarity, consistency, and accuracy.

• Understand and explain advanced technical concepts and terminology in a way that is accessible to non-technical audiences.

• Proofread and edit written materials to maintain a high standard of quality and professionalism.

• Work collaboratively with team members and cross-functional stakeholders to resolve complex or high-priority issues.

REQUIREMENTS:

• Native or fluent in Russian (C1 level), with strong proficiency in both written and spoken communication, as well as English fluency (B2).

• 1–2 years of experience in a technical support, customer service, or user engagement role.

• Bachelor's degree or equivalent practical experience

• Proven ability to communicate effectively in writing and support customer-facing interactions.

• Strong analytical and troubleshooting skills with a proactive, solution-oriented approach.

• Familiarity with technical platforms, tools, or policies relevant to the role.

• Excellent verbal and written communication abilities.

• Ability to succeed in a dynamic environment with shifting priorities and tight deadlines.

• Works well in team settings and across functions to achieve shared goals.

• Skilled in managing multiple tasks, priorities, and communication channels efficiently.

• Demonstrates understanding of user or client perspectives and delivers thoughtful, supportive solutions.

OFFER:

• Portuguese employment contract

• If you are working on a Portuguese public holiday, you will get a compensation day that you can spend later

• Holiday entitlement with 22 days per year

• 40 Hours per week (8 hours per day with an additional lunch break hour) on
  a rotational shift pattern, Monday to Friday from 7AM-7PM

• Be part of a dynamic multilingual, multicultural and creative team with a positive and friendly atmosphere

• Guidance and tools to reach career potential

• Accommodation in a single room in one of the shared company apartments for international candidates

• Free Portuguese classes, water sports activities, soft trekking and much more.