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Customer Support Advisor (Remote in Portugal)

Remote: 
Full Remote
Contract: 
Full time
Salary: 
14 - 14K yearly
Experience: 
Junior (1-2 years)
Work from: 
Portugal

Offer summary

Qualifications:

1-2 years of customer service experience, Fluent in English, written and verbal, Experience with helpdesk and ticketing software, Ability to multi-task in fast-paced environment.

Key responsabilities:

  • Handle inbound and outbound calls/emails
  • Manage performance and meet SLA targets
Otonomee logo
Otonomee Scaleup https://www.otonomee.com/
51 - 200 Employees
About Otonomee
Founded in 2020, Otonomee is one of the world’s first purpose built, remote first, outsourcing companies (BPO) who provides partner companies with outsourced sales and customer support solutions. We design, build and operate outsourced people and technology solutions for growing businesses. Our solutions help customers protect their brand as they grow their customer base, move into new markets and find efficiencies to support their growth. We leverage the benefits of a remote first model to attract talent from a wider talent pool and are achieving industry leading retention levels for our partners. Our services are available 24/7 in all European languages. We currently support partners operations in Ireland, the US, UK and across Europe.
See more Otonomee offers

Job description

About The Role
Job Title: Customer Support Advisor
Location: Remote based in Portugal
Terms:  Permanente Contract / Full-Time 40h weekly
Salary: Annual Gross 13.913 Euros (inclusive of Holidays Allowances)
Schedule: Monday to Friday – 9h00 to 17h30

ABOUT THE ROLE
 
We are looking for a Customer Support Advisor to join the team. This is a permanent work from home position based in Portugal.
 
The right candidate will be supporting our partner Keary’s.This is an exciting opportunity for someone to support our partner who enjoys multitasking in a fast-paced environment, the autonomy to make decisions and the opportunity to be part of a growing team.
 
WHAT YOU'LL BE DOING
  • Dealing with inbound calls, and emails from existing and potential new customers (Minor and Major car service bookings, general enquiries, and amending service appointments). 
  • Conducting Outbound calls on a daily basis to customers who have an overdue service, and encouraging them to book in on the call. 
  • Managing your own day-to-day performance by ensuring that Inbound calls and emails and any other future channels are answered in line with SLA targets. 
  • Liaising with key personnel regarding any potential sale cases. 
  • Keeping up to date on all car services/promotions/manufacturer requirements. 
  • Identifying and booking any other business opportunities with customers (i.e. warranty checks, recalls etc). 
  • Delivering and meeting quality targets across all media channels. 
  • Adhering and working towards key KPI’s that will be set/agreed as part of your role. 
  • Developing collaborative, positive working relationships with customers and internal teams. 
  • Ability to remain up to date on all processes and identify areas of improve
Your profile
ABOUT YOU: 
  • 1-2 years of retail or customer service experience. 
  • Ability to support Monday to Friday 09:00 – 17:30, but open to supporting Saturdays as the team grows. 
  • Fluent English in both written and verbal communication with excellent phone etiquette. 
  • Ability to take on board new processes and embed a culture of continuous improvement. 
  • Ability to switch between different brand processes quite rapidly. 
  • Ability to provide clear and concise notes on customer files within the booking system. 
  • Demonstrate high levels of initiative with the ability to multi-task and be detail oriented in a fast-paced environment. 
  • Experience using helpdesk software, ticketing software, booking systems and remote support tools. 
  • Quick learner with the ability to absorb extensive information on manufacture requirements. 
  • Excellent communication and interpersonal skills. 
  • Be efficient, with good organisational and time skills and high attention to detail.
Why us?
WHAT YOU GET IN RETURN:
  • Fully Remote work based in Portugal
  • A competitive salary 
  • Internet Allowance (20 Euros per month) and Meal Allowance (7.63 Euros daily)
  • Equipment provided
  • Home office allowance 
  • A Buddy on joining 
  • Online Gym and Wellbeing Studio.  
  • The opportunity for professional growth.  
  • Fun company events and team outings.  
  • Autonomy and Responsibility
 
OUR RECRUITMENT PROCESS
  1. 30 min Teams interview with the Recruitment Team
  2. Language test if applicable to the role
  3. 45 min Teams interview with the Hiring Team
Apply for this job
About us

Otonomee is a purpose built, fully remote BPO. Otonomee was founded in 2020, headquarted in Ireland, to provide a different offering in the BPO industry. Otonomee provides global premium customer support to innovative Brands in Healthtech, Fintech, E Commerce, SaaS & Facilities Management.

Otonomee’s Founders and Senior Leadership Team had experienced firsthand the challenges in the traditional BPO industry. The pandemic (i.e. the adoption of remote work as viable working model) created an opportunity to build a new, vibrant business that solved those challenges for team members and for clients.

By leveraging Otonomee’s remote working model, we provide premium Customer Experience with a high quality, flexible and entrepreneurial approach.  Our Clients’ share our commitment to great Customer Service by promoting a positive employee experience and sustainable & equitable future.

Otonomee is a purpose driven company and a Certified BCorp since 2023. This means that we are one of 9,000 companies globally verified to meet high standards of social and environmental performance, transparency, and accountability.

We encourage equality, diversity, and inclusion in the workplace, promoting dignity and respect for all. We welcome your unique talents and contributions, our inclusive culture inspires us to be curious, be bold and speak openly. We strive for an inclusive culture where we all can feel respected, valued, and connected – Together we grow

Required profile

Experience

Level of experience: Junior (1-2 years)
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Hard Skills

Microsoft Bookings

Other Skills

  • Customer Service
  • Social Skills
  • Communication
  • Multitasking
  • Time Management
  • Organizational Skills
  • Detail Oriented
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