English Customer Support Advisor (m/f/d) – Rotational Shifts – Lisbon

Location: Lisbon, Portugal (On-site)
Employment Type: Full-time, Permanent contract
Schedule: Rotational shifts, including weekends and public holidays
Salary: Competitive, plus benefits
Start Date: October 2026

About Us
Wa are a leading BPO (Business Process Outsourcing) company delivering customer experience solutions for international brands. Our Lisbon site supports customers across regions in multiple languages, and we're growing our English-speaking team.

About the Role
We're hiring English Customer Support Advisors to join our on-site team in Lisbon. You'll represent a leading international client, handling customer inquiries by phone, email and live chat. You'll resolve issues on the first contact where possible and create a positive customer experience. This role runs on rotational shifts, so flexibility is essential. Training starts in October 2026.

Key Responsibilities

• Respond to customer inquiries by phone, email and chat in English
• Troubleshoot and resolve account, billing, order or technical issues
• Log every interaction accurately in the CRM / ticketing system
• Meet KPIs for first contact resolution (FCR), average handle time (AHT) and customer satisfaction (CSAT)
• Escalate complex cases to the right team and follow up until they're resolved
• Identify recurring issues and share feedback to improve processes
• Follow data protection (GDPR), client and quality guidelines

Requirements

• Fluent English at C1 level or above, written and spoken
• Based in Lisbon or the Greater Lisbon area, and able to commute to our office daily
• Valid right to work in Portugal (EU citizenship or a valid residence permit)
• Available to work rotational shifts, including evenings, weekends and public holidays
• Available to start in October 2026
• Previous experience in customer service, customer support, a call center, a contact center or a BPO is an advantage
• Comfortable using a computer, CRM software and multiple systems at once
• Strong communication, problem-solving and active-listening skills
• Customer-focused, patient and calm under pressure

Nice to Have

• Portuguese or another European language
• Experience with Zendesk, Salesforce, Freshdesk or similar tools
• Background in e-commerce, tech or telecom support

What We Offer

• Permanent contract
• Competitive salary
• Meal allowance
• Shift allowance and performance bonuses
• Health insurance
• Paid training and onboarding
• Career progression to Team Leader, Quality Analyst or Trainer roles
• Modern office in [area], close to public transport
• Friendly, multicultural team environment

How to Apply
Click "Apply" and upload your CV in English. Shortlisted candidates will be contacted for a phone screening and an English language assessment.