As a Customer Care Agent, you will be the first point of contact for our customers for providing exceptional support to our valued customers across various channels including phone, email, and chat.
Efficiently manage workload/volumes, prioritising urgent requests and ensuring timely responses
Proactively identify potential bottlenecks and proactively address them to maintain a smooth workflow
Strive to meet or exceed daily/weekly workload targets and response times
Collaborate with your manager to manage workloads effectively during peak period
Handle customer requests in a timely manner.
Demonstrate a professional and positive attitude when dealing with challenging situations.
Take ownership of assigned tasks, ensuring a clear understanding of process goals, timelines, and deliverables
Diligently monitor customer interactions, seek guidance when needed, and implement solutions to ensure customer satisfaction and keep processes on track.
Ensure client satisfaction throughout the process lifecycle.
Work effectively with team members, specialists, and other departments to ensure seamless process execution.
Consistently deliver high-quality customer support by adhering to established standards and guidelines.

You will have experience of working in a busy phone-based environment and making a number of outbound calls and sending emails to our customers.
One of our company values is Proactive
we challenge ourselves to be better and are self-starters. You have a get up and go mentality and understand the search for answers to more complicated questions.
We are Positive, by surrounding ourselves with positive people, we work to stay upbeat when faced with a challenge
We aim to WOW users, industry partners, ourselves and each other. You go above and beyond in your work, doing whatever it takes to offer the best experience and service possible.
You have excellent spoken and written English

Hybrid working (3 days per week in our Porto office)
Competitive salary to fund that dream holiday to Bali
Share options
when we thrive, so do you!
Private Healthcare, for peace of mind
Meal Allowance (8,32€ per working day)
Monthly coaching sessions with Spill
our mental wellbeing partner
Enhanced holiday package, plus Bank Holidays
28 days annual leave
1 day for your wedding
1 day off when you move house
because moving is hard enough without work!
For your third year anniversary, get 30 days of annual leave per year
For your tenth year anniversary, get 35 days of annual leave per year
Option to buy 3 extra days of holiday per year
Work from abroad for a month
Inclusive parental, partner and shared parental leave, fertility treatment and pregnancy loss policies
The latest tech (Macbook or Surface) to power your gif-sending talents
Up to £500/€550 home office allowance for that massage chair you’ve been talking about
Generous learning and development budget to help you master your craft
Regular social events: tech lunches, coffee with the exec sessions, lunch 8 learns, book clubs, social events/anything else you pester us for
Refer a friend, get paid. Repeat for infinite money

Customer Operations Representative

Key skills