German Customer Support In Santos

Key Responsibilities: Respond to customer inquiries via phone, email, or chat.
Troubleshoot and resolve issues related to the platform, including problems with playing videos, uploading, membership issues, and bugs.
Identify and document client problems and categorize cases and bugs.
Stay up to date with the client's policies, safety, and copyright guidelines (e.g., understanding ads, navigation policies, and copyright regulations).
Provide meaningful insights from customer interactions and report on key performance indicators such as C-SAT, NPS, and SLAs.
Analyze data trends to help improve the overall customer experience.
Mandatory Skills & Requirements: 12 months of experience in Customer Support within a Contact Center (preferred).
Knowledge of BPO KPIs: Customer Satisfaction (C-SAT), Net Promoter Score (NPS), and Service Level Agreements (SLAs).
Strong problem-solving skills and attention to detail.
Excellent communication skills and fluency in English.
Ability to work in rotating shifts (Monday to Friday, exact schedule TBC).
Hiring Details: Contract Type:
1-month training contract followed by a 1-year fixed-term contract (FTC) with a 30-day probation period.
Salary & Benefits: Competitive salary
Language Premium Bonus: €235 per month.
Meal Allowance: €7.63 per workday (net amount, paid via meal card).
Transportation Bonus: €720 per year.
Yearly Target Bonus: 5% of the yearly gross base salary.
Health Insurance & Life Insurance (Family Plan included for spouse and children).
Relocation Support (for candidates moving from outside Portugal):
Assistance in finding housing based on the candidate's needs.
Relocation bonus of €2,000 (gross) paid with the first payroll.