Senior Customer Support Agent (Arabic Speaker), Lisbon Lisboa

Senior Customer Support Agent (Arabic Speaker), Lisbon
Lisboa
Lisboa, Portugal

Senior Customer Support Agent (Arabic Speaker), Lisbon

Client:

Snaphunt

Location:

Lisbon, Portugal

Job Category:

Other

EU work permit required:

Yes

Job Reference:

df42f1a0c1f3

Job Views:

18

Posted:

23. 01. 2025

Expiry Date:

09. 03. 2025

Job Description:

The Offer

• Health Insurance & Life Insurance & Family Plan (Spouse and Children)
• Relocation package: refund of up to 2000 euros with the first payslip, assistance in finding accommodation, support in obtaining NIF (Portuguese tax number) and NISS (required for residence permit)
• Meal allowance: 7. 63 € per day of work, paid in 11 instances on a meal card
• Performance bonuses
• Development opportunities (move to another project, team leader, quality analyst, HR department)
• Social events

The Job

Your daily work will include tasks like these:

• Provide general and technical support to customers who use any of the paid products (Premium, Music, super chat, super stickers, movies and shows OR channel memberships)
• Escalate complex problems according to defined procedures.
• Policy, Safety and Copyright management (e. g. Understand ads, navigation policy and copyright guidelines)
• Troubleshoot different problems (e. g. problems with playing videos, uploading, account & bugs issues, membership issues)
• Customer Support for monetization purposes (e. g. How to make money & optimize channel)
• Understand and remain up to date with client's policies and guidelines
• Support with Account and Settings (e. g. Resolve content ID and rights management issues)

The Profile

• You speak and write Arabic at a native level and you are fluent in English (B2).
• Experience: At least 12 months of Customer Support within a Contact Center to be considered a Senior Agent. Knowledge of BPO KPI's: C-SAT (Customer Satisfaction), NPS (Net Promoter Score) & SLAs (Service Level Agreement)
• You have a good understanding and level of computer handling skills.
• Excellent
  - solving skills with the capability of research and identification of the right information.
• You have strong communication and negotiation skills and you are
  - oriented, professional, and thorough.

The Employer

Multilingual recruitment company based in Copenhagen, Denmark, and Sliema, Malta. Our client is specialized in recruiting Scandinavians, Dutch, German, and Finnish to various positions around Europe. The core of the company is their mission to help people get a great job abroad and to feel safe in their transition to a life in a new country.