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Customer Support Advisor - German (Remote in Portugal)

Remote: 
Full Remote
Contract: 
Full time
Experience: 
Junior (1-2 years)
Work from: 
Portugal

Offer summary

Qualifications:

Fluent in German and English (C2 level), 1-2 years of customer service experience, Experience with tier 1 technical queries, Adaptable to changing policies and guidelines, Proficient in troubleshooting orders and connectivity issues.

Key responsabilities:

  • Resolve customer issues efficiently across channels
  • Deliver premium service through active engagement
  • Anticipate potential customer issues proactively
  • Maintain product knowledge and contribute to a knowledge base
  • Ensure adherence to quality standards in interactions
Otonomee logo
Otonomee Scaleup https://www.otonomee.com/
51 - 200 Employees
About Otonomee
Founded in 2020, Otonomee is one of the world’s first purpose built, remote first, outsourcing companies (BPO) who provides partner companies with outsourced sales and customer support solutions. We design, build and operate outsourced people and technology solutions for growing businesses. Our solutions help customers protect their brand as they grow their customer base, move into new markets and find efficiencies to support their growth. We leverage the benefits of a remote first model to attract talent from a wider talent pool and are achieving industry leading retention levels for our partners. Our services are available 24/7 in all European languages. We currently support partners operations in Ireland, the US, UK and across Europe.
See more Otonomee offers

Job description

About The Role
Job Title                Customer Support Advisor - German & English
Location                Remote based in Portugal.
Terms                    Permanente Contract / Full-Time 40h weekly
Salary                    Annual Gross €19.000 Including Holiday and Christmas Allowances
Schedule               Monday to Sunday – 8h shifts to be confirmed covering 12pm to 12am

We are looking for a Customer Support Advisor - German & English  to join the team 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.

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. 

The recruitment process 
  1. 30 min Teams interview with the Recruitment Team
  2. Language test if applicable to the role
  3. 45 min Teams interview with the Hiring Team
Your profile
  • Excellent German written and verbal communication skills  – Native or C1/C2
  • Excellent English written and verbal communication skills to C2 level
  • Minimum of 1-2 years of proven experience in Customer service, with a focus on live interactions, in chats, emails and/or phone channels 
  • Experience in supporting and troubleshooting tier 1 technical queries
  • 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. 
  • Possess a passion for delivering excellent customer service and a commitment to exceeding customer expectations. 
  • Demonstrate ability to handle challenging customer interactions with professionalism.
Why us?
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 and 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 
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About us

Otonomee is a purpose built, fully remote BPO. Otonomee was founded in 2020, headquarted in Ireland, to provide a different offering in the BPO industry. Otonomee provides global premium customer support to innovative Brands in Healthtech, Fintech, E Commerce, SaaS & Facilities Management.

Otonomee’s Founders and Senior Leadership Team had experienced firsthand the challenges in the traditional BPO industry. The pandemic (i.e. the adoption of remote work as viable working model) created an opportunity to build a new, vibrant business that solved those challenges for team members and for clients.

By leveraging Otonomee’s remote working model, we provide premium Customer Experience with a high quality, flexible and entrepreneurial approach.  Our Clients’ share our commitment to great Customer Service by promoting a positive employee experience and sustainable & equitable future.

Otonomee is a purpose driven company and a Certified BCorp since 2023. This means that we are one of 9,000 companies globally verified to meet high standards of social and environmental performance, transparency, and accountability.

We encourage equality, diversity, and inclusion in the workplace, promoting dignity and respect for all. We welcome your unique talents and contributions, our inclusive culture inspires us to be curious, be bold and speak openly. We strive for an inclusive culture where we all can feel respected, valued, and connected – Together we grow

Required profile

Experience

Level of experience: Junior (1-2 years)
Spoken language(s):
VietnameseGermanEnglish
Check out the description to know which languages are mandatory.

Hard Skills

Knowledge BaseHardware Troubleshooting

Other Skills

  • Collaboration
  • Quality Assurance
  • Problem Solving
  • Active Listening
  • Adaptability
  • Customer Service
  • Empathy
  • Verbal Communication Skills
  • Growth Mindedness
Are you interested?

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