Customer Support Advisor
Location Remote based in Portugal.
Terms Permanente Contract / Full-Time 40h weekly
Salary Annual Gross €15.250 Including Holiday and Christmas Allowances
Schedule Monday to Friday – 8h shifts to be confirmed covering 12pm to 12am
ABOUT THE ROLE
This is an exciting opportunity for an experienced Customer Support Advisor. This is a permanent work from home position based in Portugal
Successful candidates will be supporting our amazing partner, Oura Health, makers of the renowned Oura Ring. The Oura Ring is a smart ring used by over 1 million people globally to track the likes of stress, illness detection, women’s health, heart rate and more.
This is your chance to join a great global team across Europe and North America and power up your skills by tackling and troubleshooting complex issues. There will be many opportunities for growth within this role and the opportunity to support global customers.
Otonomee is an early stage, fast growing business and this is an opportunity to join at a very exciting time.
Tasks
WHAT YOU'LL BE DOING
Customer Support:
- Resolve customer issues related to purchase, orders, shipping, set up, connectivity and warranties with precision.
- Provide attentive responses to customers that incorporate a thorough understanding of their concerns and offer step-by-step guidance and solutions to satisfy questions or remedy issues
Customer Interaction:
- Deliver premium customer service through chat, email and phone channels.
- Respond to inquiries, troubleshoot problems, and provide information with a focus on exceeding customer expectations.
Proactive Problem-Solving:
- Anticipate and address potential issues, preventing disruptions before they impact the customer experience.
- Collaborate with other teams to identify recurring problems and contribute to continuous improvement initiatives.
Product Knowledge:
- Maintain up-to-date knowledge of our clients’ products and services to effectively assist customers.
- Contribute to the creation and updating of knowledge base articles for internal and customer reference.
Empathy and Communication:
- Demonstrate empathy and active listening skills during customer interactions.
- Communicate complex concepts in a clear and understandable manner.
Quality Assurance:
- Adhere to established quality standards in all customer interactions.
- Participate in regular training sessions to stay abreast of industry developments and enhance skill sets.
Requirements
ABOUT YOU:
Minimum Qualifications:
- Minimum of 2-3 years of proven experience in Customer service, with a focus on live interactions, in chats, emails and/or phone channels
- Have a growth, curious mindset, and ability to adapt to changing policies and guidelines.
- Ability to work independently and collaboratively in a fast-paced environment.
- Proficient in troubleshooting orders, shipping, connectivity, and operational issues.
- Excellent English written and verbal communication skills to C2 level
- Experience in supporting US and or/UK customers and advantage
- Possess a passion for delivering excellent customer service and a commitment to exceeding customer expectations.
- Demonstrate ability to handle challenging customer interactions with professionalism.
Benefits
WHAT YOU GET IN RETURN:
- Fully Remote work based in Portugal
- A competitive salary
- An Oura Ring so that you can provide great customer support.
- Internet Allowance of 20 euros per month)
- Meal Card Allowance of 7.63 Euros per working day
- A Permanent Employment Contract
- Equipment provided
- Home office allowance (Once off pay and claim to help you set up your home office)
- A Buddy on joining
- Online Gym and Wellbeing Studio.
- The opportunity for professional growth.
- Fun company events and team outings.
- Autonomy and Responsibility
OUR RECRUITMENT PROCESS (3 stages)
- 30 min Teams interview with the Recruitment Team
- Language test if applicable to the role
- 45 min Teams interview with the Hiring Team