Location: Remote based in Portugal
Terms: Permanent Contract / Full-Time 40h weekly
Schedule: Monday to Sunday 13:00 – 21:30 (including Bank Holidays)
As a Customer Support Advisor, you’ll be the first point of contact for our customers, delivering exceptional support through inbound and outbound calls, emails, and emerging digital channels. This role is ideal for someone who embraces variety, performs well under pressure, and takes pride in resolving issues with efficiency and empathy. You’ll have the autonomy to make decisions, contribute to ongoing improvements, and play a vital role in delivering a best-in-class customer experience.
This is a permanent work from home position based in Portugal.
Successful candidates will be supporting our brand new partner, a newly founded Irish Ferry company.
WHAT YOU'LL BE DOING
- Handling inbound and outbound calls as well as emails from potential customers. This includes answering general queries about our client, launch timelines, booking go‑live dates, routes, onboard facilities, accessibility and pet travel processes, directing customer to the website for Booking details and pricing updates, future availability, official announcements, collecting under GDPR client details such us name, email, phone number and the nature of the enquiry.
- Act as the first contact point for all B2B or freight related enquiries.
- Capture key B2B lead information, including Company name, contact name, Email address, Phone number, Nature of the enquiry (freight, vehicle type, expected start date, etc.)
- Thriving in a fast-paced environment where multitasking and managing multiple customer interactions is part of your daily routine.
- Managing your own day-to-day performance, ensuring all inbound contacts (calls, emails, and future digital channels) are responded to in line with SLA targets.
- Staying informed about current service promotions, company requirements, and any changes to offerings.
- Consistently meeting and maintaining quality standards across all communication channels.
- Working towards agreed KPIs that reflect individual and team performance.
- Building strong, positive relationships with both customers and internal departments to support a seamless customer journey.
- Remaining up to date on all systems, processes, and service-related developments, while actively suggesting areas for improvement.
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
