Customer Support Advisor ( Remote Based in Portugal) at Otonomee

Lisbon, , Portugal -

Full Time

Start Date

Immediate

Expiry Date

29 Sep, 26

Salary

15250.0

Posted On

01 Jul, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

English Communication, Spanish Proficiency, Customer Service, Call Handling, Problem Solving, Multitasking, KPI Management, Analytical Thinking, Empathy, Time Management

Industry

Outsourcing and Offshoring Consulting

Description

About The Role Job Title: Customer Support Advisor Location: Remote Based in Portugal Terms: Permanente Contract / Full-Time 40h weekly Salary: Annual Gross 13.913 Euros (inclusive of holidays Allowances). Increase to 15.250 Euros after 6months Schedule: Monday to Friday – 09:00 to 17:30 ABOUT THE ROLE As a Customer Support Advisor, you’ll be the first point of contact for our customers, delivering exceptional support through inbound and outbound calls, emails, and emerging digital channels. This role is ideal for someone who embraces variety, performs well under pressure, and takes pride in resolving issues with efficiency and empathy. You’ll have the autonomy to make decisions, contribute to ongoing improvements, and play a vital role in delivering a best-in-class customer experience. This is a permanent work from home position based in Portugal. Successful candidates will be supporting our partner, Kearys Motor Group - Ireland’s largest family-owned motor group. Kearys offers a wide range of new and used vehicles, complemented by full aftersales services including maintenance, parts, warranty, and protection plans, all delivered by a dedicated team of expert service advisors. WHAT YOU'LL BE DOING Handling inbound and outbound calls as well as emails from both existing and potential customers. This includes booking minor and major car services,recall support,managing general enquiries, and updating or amending service appointments. Conducting daily outbound calls to customers with overdue services, actively encouraging them to schedule their service appointments during the call. You may be dedicated to this outbound function, so a proactive attitude and confidence over the phone are essential. Thriving in a fast-paced environment where multitasking and managing multiple customer interactions is part of your daily routine. Managing a variety of service processes across multiple automotive brands, ensuring compliance with brand-specific standards and customer expectations. Managing your own day-to-day performance, ensuring all inbound contacts (calls, emails, and future digital channels) are responded to in line with SLA targets. Liaising with internal stakeholdersregardingpotential sales opportunities or follow-up actions. Staying informed about current service promotions, manufacturer requirements, and any changes to offerings. Identifyingadditionalservice opportunities during interactions, such as warranty checks, recalls, or upcoming maintenance needs. Consistently meeting andmaintainingquality standards across all communication channels. Working towards agreed KPIs that reflect individual and team performance. Building strong, positive relationships with both customers and internal departments to support a seamless customer journey. Remainingup to date on all systems, processes, and service-related developments, while actively suggesting areas for improvement. Your profile ABOUT YOU To thrive in this role, you should possess the following qualifications and attributes: Communication Skills:Excellent verbal and written communication skills in English area must.Proficiencyin Spanish is a strong plus. Results-Driven:You are committed to meeting and exceeding key performance indicators (KPIs), such as response time, resolution time, customer satisfaction scores, and call handling metrics. Financial Industry Background:Experience in the financial services sector, with a solid understanding of financial products, services, and regulations. Customer-Focused:A passion for delivering outstanding customer service, with a patient and empathetic approach to solving customer issues. Team Player:Ability to work effectively in a collaborative team environment, sharing knowledge and contributing to collective goals. Problem-Solver:Strong analytical and problem-solving skills, with the ability to think critically and provide effective solutions under pressure. Adaptable:Comfortable working in a fast-paced, evolving environment, and open to learningnew technologies and processes. Why us? WHAT YOU GET IN RETURN: Fully Remote work based in Portugal A competitive salary Flexible benefits including Health Insurance Meal allowance (€10.46 per working day) Internet Allowance (€20 monthly) Equipment provided Home office allowance A Buddy on joining Online Gym and Wellbeing Studio. The opportunity for professional growth. Fun company events and team outings. Autonomy and Responsibility OTO1 About us Otonomee is an award-winning Customer Management Outsourcing business delivering scalable, tech-driven, and people-focused solutions. Over the past year, we were proud to win the CCMA Best Employee Engagement Award and to rank number 10 in the Deloitte Fast 50. Through our remote-first operating model, we help organisations optimise customer interactions, reduce costs, and increase efficiency, combining automation and data-driven insight with a strong human focus. Founded in 2020 by Aidan and Hilary O’Shea, Otonomee was created to challenge the traditional “big city, big building” BPO model. Instead, we offer a nimble, bespoke service that isn’t limited by contact-centre capacity. Our flexible approach allows us to scale quickly, respond to seasonal or product-led demand, and support clients wherever their markets take them. Otonomee is built to be better for people, partners, and the planet. We have been a certified B Corp since September 2023 and were recently recognised as an EY Entrepreneur of the Year finalist. In just five years, we have grown to more than 650 employees, representing 55 nationalities across Europe, America and Asia. We work with leading Irish and major US technology and e-commerce brands with complex global needs, supporting them with high-quality, premium customer experiences. At Otonomee, equality, diversity, and inclusion are central to how we operate. We foster a culture of dignity, respect, and openness, where different perspectives are valued and everyone is encouraged to be curious, bold, and heard. Together, we grow.

Responsibilities

Act as the first point of contact for customers via calls and emails to manage car service bookings and general enquiries. Proactively conduct outbound calls to schedule overdue services and maintain high quality standards across all communication channels.