English Customer Support Advisor – Rotational Shifts – Lisbon

About the role

We are looking for English‑speaking Customer Support Advisors to join our on‑site BPO team in Lisbon. You will represent an international client, handling inquiries via phone, email and live chat while delivering a positive customer experience on rotational shifts.

Key responsibilities

• Respond to customer inquiries in English through phone, email and chat.
• Troubleshoot and resolve account, billing, order or technical issues.
• Log every interaction accurately in the CRM/ticketing system.
• Meet KPIs for first‑contact resolution, average handle time and customer satisfaction.
• Escalate complex cases to the appropriate team and follow up until resolution.
• Identify recurring issues and provide feedback to improve processes.
• Follow GDPR, client and quality guidelines.

Required profile

• Fluent English at C1 level or higher, both written and spoken.
• Based in Lisbon or Greater Lisbon area with daily commute to the office.
• Valid right to work in Portugal (EU citizenship or residence permit).
• Available to work rotational shifts, including evenings, weekends and public holidays.
• Ready to start in October 2026.
• Previous experience in customer service, call centre or BPO is an advantage.

Required skills

• Experience with Zendesk.
• Experience with Salesforce.
• Experience with Freshdesk or similar ticketing tools.

What we offer

• Permanent contract with a competitive salary.
• Meal allowance and shift allowance plus performance bonuses.
• Health insurance and paid training/onboarding.
• Career progression to Team Leader, Quality Analyst or Trainer roles.
• Modern office close to public transport in a friendly, multicultural environment.