Offer summary

Qualifications:

2-3 years of experience in customer support, particularly with live interactions via email and phone., Exceptional English communication skills, both written and verbal., Tech-savvy with the ability to troubleshoot tier 1 technical issues., Strong customer focus and a passion for delivering outstanding service with empathy..

Key responsabilities:

Provide prompt and accurate support to customers via phone and email.

Engage with customers proactively to exceed their expectations and resolve inquiries.

Identify and address potential issues before they escalate, collaborating with internal teams for improvements.

Maintain product knowledge and contribute to internal resources and knowledge base articles.

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 15.250 Euros (inclusive of holidays Allowances)
Schedule : Monday to Friday – 15h30 to 12am

ABOUT THE ROLE

We are looking for a tech-savvy Customer Support Advisor who is passionate about delivering outstanding customer service via phone and email. If you enjoy problem-solving and helping customers thrive, we would love to hear from you! This is a work-from home position based in Portugal.

WHAT YOU'LL BE DOING

Customer Support Excellence:

Provide prompt, friendly, and accurate support to customers via phone call-backs (scheduled through the app) and email.
Offer clear, step-by-step guidance to resolve questions and ensure a smooth customer experience.

Customer Interaction:

Respond to inquiries with empathy, professionalism, and an understanding of customer needs.
Proactively engage with customers to exceed their expectations, offering solutions that leave a lasting positive impression.

Proactive Problem Solving:

Stay ahead of potential issues by identifying and addressing problems before they escalate.
Collaborate with internal teams to share insights, identify recurring challenges, and contribute to improvements in processes and products.

Product Expertise:

Maintain in-depth knowledge of customers platform to assist customers effectively and confidently.
Contribute to building and updating internal resources and customer-facing knowledge base articles to empower others.

Empathy and Clear Communication:

Demonstrate active listening, ensuring customers feel understood and valued.
Simplify complex technical information into easy-to-understand instructions.

Continuous Learning & Quality Assurance:

Uphold commitment to delivering high-quality support by adhering to best practices and quality standards.
Participate in ongoing training and stay up to date with our evolving platform and industry trends.

Your profile

ABOUT YOU
To thrive in this role, you should possess the following qualifications and attributes:

Experience: 2-3 years in customer support, with a focus on live interactions (email and phone). Previous experience with US, UK, Australian, or New Zealand customers is a plus.
Tech-Savvy: Comfortable with technology and able to troubleshoot tier 1 technical issues.
Communication Skills: Exceptional English communication skills (both written and verbal), with the ability to articulate solutions clearly and effectively.
Customer Focus: A passion for delivering outstanding customer service and a commitment to resolving issues with empathy and professionalism.
Adaptability: Comfortable working in a fast-paced environment and embracing change.
Team-Oriented: Ability to work both independently and collaboratively, contributing to a supportive and proactive team environment.
Growth Mindset: A curiosity and eagerness to learn, adapt, and contribute to continuous improvement.

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

30 min Teams interview with the Recruitment Team
Language Assessment test
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