Customer Support Agent (Portuguese Speaker)

Job Description

We are seeking a Customer Support Agent (Portuguese Speaker) to join a dynamic customer service team in Athens, Greece.

In this role, you will be the primary point of contact for customers, handling inquiries across multiple channels including email, live chat, social media, and outbound calls. You will provide comprehensive product support, troubleshoot issues, process replacements, and carry out age verification processes. Additionally, you will make proactive outbound calls to register product usage and improve customer engagement.

Key Responsibilities

• Handle inbound and outbound customer inquiries via email, live chat, social media, and telephone.
• Assist customers with product information, resolve technical/product issues, and manage replacements.
• Conduct age verification procedures accurately and efficiently.
• Execute proactive outbound calls to register product consumption/usage and enhance overall customer engagement.
• Address common customer concerns, such as defective items, order updates, website navigation issues, and missing deliveries.
• Utilize internal systems and tools (e.g., Zendesk, BMS, Persona) to track and manage customer interactions.

Requirements

• Language: Native or fluent level in Portuguese.
• English Proficiency: B2 level or higher (required for training and internal communication).
• Excellent written and verbal communication skills.
• Strong multitasking abilities in a fast-paced environment.
• Minimum typing speed of 25 WPM.
• Comfortable supporting products within a regulated industry.
• Previous experience in customer service is a plus (not mandatory).

Job Details

• Location: Athens, Greece (On-site) (Remote/Abroad options may also be available with different terms).
• Contract Type: 8-month initial contract.
• Working Hours: 11:00 AM – 8:00 PM (Monday to Friday).
• Onboarding & Training: 2–3 days nesting period followed by a guided learning curve (60–90 days).
• Performance Bonus: Productivity bonuses available based on target achievement.