German Customer Support Agent - Online Video Platform

About the role

Cross Border Talents is recruiting a German-speaking customer support agent in Lisbon for a global online video platform, one of the largest companies in Portugal. The agent answers customer queries by phone, e-mail or chat, troubleshoots problems and provides general and technical support for paid products, working with prestigious worldwide brands.

Key responsibilities

• Answer customer queries by phone, e-mail or chat, identify the problem and troubleshoot to find the solution
• Document every action taken, categorize cases and possible bugs so the client's engineering team can address them
• Provide general and technical support to customers using the client's paid products
• Escalate complex problems according to defined procedures

Required profile

• At least 12 months of direct customer service experience, preferably in contact centers in a B2C and/or B2B environment
• Good verbal and written communication skills
• Native German, written and spoken
• Minimum B2 level English, spoken and written
• European nationality or Portuguese nationality with a work permit
• Proactive attitude, strong team spirit, organized and able to learn new processes quickly
• Attention to detail and empathy for customers' situations
• Willingness to work flexible hours, including evenings, weekends and holidays (shifts 8 AM to 8 PM, Monday to Sunday)

What we offer

• A pleasant and inspiring working atmosphere
• Opportunity to join a rapidly expanding global organization with a clear career path
• Training and development opportunities
• Competitive salary and relocation allowance for international candidates