David Kennedy Recruitment is working with a leading Outsourcing/BPO consultancy who is seeking to onboard an Arabic 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:

• Handle and resolve escalated issues or appeals related to product or service decisions.
• Translate complex technical and policy-related information into clear, concise summaries for communication via email, chat, or support systems.
• Perform thorough research and apply critical thinking to deliver accurate, policy-aligned solutions.
• Communicate effectively while demonstrating a solid understanding of relevant policies and user needs.
• Review and maintain internal and customer-facing documentation to ensure clarity, consistency, and quality.
• Interpret and explain complex technical topics to both technical and non-technical audiences.
• Edit and proofread written materials to meet professional standards for clarity and tone.
• Collaborate with internal teams and cross-functional partners to address and resolve complex issues. 

REQUIREMENTS:

• Native/fluent in Arabic (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