Offer summary

Qualifications:

2 years of retail or customer service experience., Fluent in English with excellent phone etiquette., Experience using helpdesk software and booking systems., Strong communication, organizational, and multitasking skills..

Key responsibilities:

Handle inbound and outbound calls and emails from customers.

Manage day-to-day performance to meet SLA targets.

Identify and book business opportunities with customers.

Develop positive relationships with customers and internal teams.

Job description

About The Role

Job Title: Customer Support Advisor
Location: Remote based in Portugal
Terms: Permanent 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,outbound 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:

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)
Health insurance and Flexible Benefits
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

30 min Teams interview with the Recruitment Team
Language test if applicable to the role
45 min Teams interview with the Hiring Team

Apply for this job

About us

Otonomee is an award-winning Customer Management Outsourcing business that delivers scalable, tech-driven, people-focused solutions. Leveraging our remote-first operating model, we optimize customer interactions, reduce costs, and increase efficiency. Our focus on remote work, automation, and data-driven insights makes us a next-generation partner for leading brands and scaling companies.

Founded in 2020 by Aidan and Hilary O’Shea, to disrupt the traditional “big city, big building” BPO model - Otonomee presents a nimble, bespoke service, that is not constrained by contact center capacity. We offer a fast, flexible, service that can ramp up anywhere, in response to market needs and can rapidly respond to seasonal or product driven demands.

Otonomee is better for People, Partners and the Planet – it’s a B Corp since Sept 2023 and was recently selected as an EY Entrepreneur of the Year finalist. In 4 years, Otonomee has grown to over 450 employees (23 nationalities) in Europe, USA & Asia.

Our clients are leading Irish and major US Tech & E-Commerce Customers, with complex global market needs, who value premium support for customers and clients.

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