17 out
Customer Labs
Lisboa
About Lisbon
Lisbon is a rewarding destination where the modern architecture blends into old neighborhoods perfectly. You can always find a good restaurant for seafood or bacalhau on the next corner at a low price with a sea view.
About the job
We help companies modernize technology, reimagine processes and transform experiences, so they stay ahead in a fast-changing world. We are looking for a senior content moderator to support our team. The primary purpose is to answer customers' B2C and B2B queries via phone, e-mail, or chat; identify the client's problem; troubleshoot them to find the solution; document each action you take; and categorize cases and possible bugs. In this role, stress resistance is significant.
Our client is the most known video streaming platform.
Key responsibilities (Paid product):
- Answering customers’ inquiries via phone, e-mail, or chat, identifying the client’s problem, troubleshooting them to find the solution, documenting each action you take, and categorizing cases and possible bugs so that the engineering team can address them.
- Provide general and technical support to customers who use any of the paid products (Premium, Music, super chat, super stickers, movies, shows, or channel memberships).
Key responsibilities (Creators):
- Policy, Safety, and Copyright management (e.g., Understand ads, navigation policy, and copyright guidelines).
- Troubleshoot different problems (e.g., problems with playing videos, uploading, account & bugs issues, membership issues).
- Customer Support for monetization purposes (e.g., How to make money & optimize channels).
- Understand and remain up to date with the client's policies and guidelines.
- Support with Account and Settings (e.g.,
Resolve content ID and rights management issues).
Required qualifications:
- Fluency in German and English.
- At least 12 months of experience in customer support within the Contact center to be considered a senior agent.
- Knowledge of BPO KPIs: C-SAT (Customer satisfaction); NPS (Net promoter Score); SLAs (Service Level Agreement).
What we offer:
- Competitive salary and performance bonus.
- Relocation package - Reimbursement up to 2000 euros with the first payslip; Assistance to find accommodations; Bureaucratic support to get NIF and NISS.
- Health insurance & life insurance & Family plan (spouse/legal partner and children).
- Meal and WFH allowance.
- Training and education.
Please submit your CV and Cover letter in English.
If you have any questions, feel free to get in contact with our recruiter!
#J-18808-Ljbffr
▶️ German Senior Customer Support Agent in Lisbon
🖊️ Customer Labs
📍 Lisboa