Customer Service - Level 1 Agent (English & German Speaking) - Remote

Overview

An overview paragraph about the job

In Short

• Serve as the first-point-of-contact for inquiries from internal and external partners.
• Triage and convert incoming requests to determine priority and resolution path.
• Provide direct resolution for common issues and escalate complex issues.
• Communicate clearly in high-stress situations and manage user expectations.
• Maintain a high standard of customer service.
• Log all cases accurately in a ticketing system.
• Provision user requests and edit learning curriculums.
• Proactively monitor cases and ensure continuous follow-up.
• Provide support for pharma and vaccine-related systems.
• Adhere to established Key Performance Indicators.

Requirements

• Fluent in English and German (written and spoken).
• Strong communication and customer service skills.
• Ability to multitask under pressure.
• Previous helpdesk or service desk experience preferred.
• Comfortable with technology and quick to learn new systems.
• Proficiency in ServiceNow or similar systems is a plus.
• Must have a private and quiet office space for calls.
• Flexibility to support rotating shifts.
• High level of integrity when handling sensitive information.

Benefits

• Fully remote position from anywhere in Portugal.
• Permanent contract.
• Flexible working hours, 40h per week.
• Salary of 16,000 euros gross per year.
• Compensation for teleworking expenses.
• Private health insurance.
• Full training and access to E-Learning courses.