Customer Experience Specialist
$14,400–$15,600 year
HybridCascais, Lisbon, Portugal
Job Summary
Customer Experience Specialist at Online Filings delivering exceptional service via phone, email, and live chat; resolving inquiries, troubleshooting issues, and providing expert guidance on products and services; acting as an escalation point for complex issues, processing refunds per policy, communicating refund decisions, and identifying improvement opportunities based on customer feedback; responsible for maintaining accurate records of interactions, collaborating with internal teams, and upselling relevant services while expanding knowledge of Online Filings products to meet customer needs; role requires a blend of customer service excellence, problem-solving, and strong communication, within a hybrid work arrangement with one in-office day per week in Cascais (Portugal).
Required Qualifications
- Minimum of 6 years' in customer experience related roles in a Software as a Service company
- Bachelor's degree is preferable
- Strong communication and interpersonal skills
- Native or fluent English level (C1 minimum) with outstanding speaking and writing skills
- Experienced user of MS Office and CRM systems such as Zendesk and Salesforce, with the ability to quickly adapt to new tools and technologies
- Problem-solving skills and ability to troubleshoot
- Empathetic, with the ability to build rapport easily with customers and colleagues
- Humble, open to feedback, curious, and eager to learn
- Persistent, agile, and goal-driven
Desired Qualifications
- Proficiency with Zendesk.
- Strong analytical skills.
- Who You Are
- You communicate clearly and take ownership of problems, working through them in a structured way. You pay close attention to detail, stay organised, and adapt confidently to changing processes and regulations. You build trust with customers and colleagues, collaborate well across teams, and welcome…
- Benefits and Perks
- Our comprehensive offering is designed around flexibility, well-being, and continuous growth, ensuring that you have the support and resources to excel both professionally and personally.
- Fixed Weekly Schedule: Monday - Friday 9am - 6pm, 40h per week.
- Competitive Salary: €1,200 - €1,300 gross per month, with yearly salary reviews and increases (based on performance).
- Meal Allowance: €230 per month, tax free in addition to your base salary (equivalent of €10.46 per day)
- Working Pattern: Hybrid/ Remote. This role requires one day per week in the office in Cascais, if you live in the greater Lisbon area or one day per month in the office, if you live elsewhere in Portugal (days in the office are scheduled in advance).
- Holiday Allowance: 22 days holiday plus bank holidays.
- Computer will be provided to work from home.
- Contract type: 6 months renewable contract, with the opportunity to become Permanent.
- Online Filings is an
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