Customer Experience & BPO

Dutch Technical Customer Support

Location: Lisbon, Portugal
Work model: On site
Employment type: Fixed term (6 months) with possibility of extension / permanent contract

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.

Native / fluent in Dutch 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.
Ability to quickly learn new software and technologies
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.