Customer Support Advisor, French, English

This is a fully remote position, open to applicants in Portugal.

📋 Description

• Manage incoming and outgoing calls and emails from prospective clients

• Respond to inquiries regarding the client, launch schedules, booking commencement dates, routes, onboard amenities, accessibility options, and pet travel procedures

• Guide customers to the website for information on bookings, pricing updates, future availability, and official announcements

• Gather client information in compliance with GDPR, including name, email, phone number, and nature of inquiry

• Serve as the primary contact point for B2B and freight-related inquiries

• Record B2B lead details, such as company name, contact person, email, phone number, and inquiry information

• Handle multiple customer interactions in a dynamic environment

• Ensure that inbound contacts are addressed in accordance with SLA targets

• Stay updated on service promotions, company policies, and changes in offerings

• Uphold quality standards across all communication channels

• Strive towards personal and team KPIs

• Foster positive relationships with clients and internal teams

• Keep current on systems, processes, and service advancements

• Recommend areas for enhancement

⛳️ Requirements

• Exceptional verbal and written communication abilities in both French and English

• Dedication to achieving and surpassing KPIs, including response time, resolution time, customer satisfaction ratings, and call handling metrics

• A strong desire for delivering exceptional customer service, complemented by a patient and empathetic demeanor

• Capability to collaborate effectively within a team-oriented environment

• Robust analytical and problem-solving skills

• Ability to think critically and offer effective solutions under pressure

• Comfortable operating in a fast-paced, changing environment

• Willingness to learn new technologies and processes

• Availability for a Monday to Sunday rotation between 08:00–21:30, including Bank Holidays

• Full-time, 40 hours per week

🏝️ Benefits

• €20 Monthly Internet Allowance

• €10.46 Meal Allowance for each working day

• Equipment provided

• Home office allowance

• Access to an Online Gym and Wellbeing Studio

• Opportunities for professional advancement

• Engaging company events and team outings

• Autonomy and Responsibility