Customer Support Agent - (Remote in Portugal)

at  Otonomee

ABOUT US

Otonomee is a purpose built, fully remote BPO. Otonomee was founded in 2020, headquarted in Ireland, to provide a different offering in the BPO industry. Otonomee provides global premium customer support to innovative Brands in Healthtech, Fintech, E Commerce, SaaS & Facilities Management.
Otonomee’s Founders and Senior Leadership Team had experienced firsthand the challenges in the traditional BPO industry. The pandemic (i.e. the adoption of remote work as viable working model) created an opportunity to build a new, vibrant business that solved those challenges for team members and for clients.
By leveraging Otonomee’s remote working model, we provide premium Customer Experience with a high quality, flexible and entrepreneurial approach. Our Clients’ share our commitment to great Customer Service by promoting a positive employee experience and sustainable & equitable future.
Otonomee is a purpose driven company and a Certified BCorp since 2023. This means that we are one of 9,000 companies globally verified to meet high standards of social and environmental performance, transparency, and accountability.
We encourage equality, diversity, and inclusion in the workplace, promoting dignity and respect for all. We welcome your unique talents and contributions, our inclusive culture inspires us to be curious, be bold and speak openly. We strive for an inclusive culture where we all can feel respected, valued, and connected – Together we grow

ABOUT THE ROLE

Job Title: Customer Support Agent
Location: Remote based in (Portugal)
Terms: Permanente Contract / Full-Time 40h weekly
Salary: Annual Gross 15.250 Euros (Including Holiday and Christmas Allowance)
Schedule: Monday to Friday 12.00 – 20.30pm - moving later to 17.00 – 01.30am

ABOUT THE ROLE

This is an exciting opportunity for someone who is an empathic and passionate individual. In this role, you will be at the forefront of providing customer support to our customers, handling a variety of cases [Refunds, delivery queries, escalations, basic troubleshooting and more] via email, webchat and social media. The ideal candidate is someone who embodies proactive initiative, self-motivation, with an interest in Wellness/Technology.
The successful candidate will be supporting our partner Slendertone.
This is a permanent work from home role so the only commute you will need to worry about is getting to your home desk

WHAT YOU’LL BE DOING

• Delivering exceptional customer service by responding promptly to customer queries via email, webchat and social media, while maintaining a high standard of quality and empathy.
• Supporting a variety of customer queries including refunds, delivery queries, escalations to other departments, basic technical troubleshooting and more.
• Actively maintaining a strong focus on customer satisfaction and adhering to defined response time expectations.
• Responding to customer product and service reviews, reflecting a commitment to understanding and meeting customer expectations.
• Maintaining current awareness of ongoing product changes, proactively ensuring knowledge is up to date and aligned with evolving product offerings.
• Demonstrating a consistent productivity by assuming full responsibility of assigned tasks, while upholding a high standard of quality.
• Proficiently initiate escalation tickets to the relevant departments as needed, ensuring a streamlined and effective process for addressing and resolving complex issues within the specified protocols and timelines.
• Contributing daily to process improvement; Assisting with ad-hoc tasks such as building documentation and knowledge base material to support the wider team, during idle periods.