Job Detail: Hebrew Customer Service Agents | Lisbon, Portugal

Hebrew Customer Service Agents | Lisbon, Portugal

Customer Service
  • Full-time
  • Junior
  • Lisbon, Portugal
  • Hebrew

Cross Border Talents is recruiting aHebrew Customer Service Agent to work at one of our Clients in Lisbon, Portugal.


Your Role as a Customer Service Agent:

  • Answering tickets (English and Hebrew) according to SLA, TRT and quality requirements
  • Following 'case-handling' protocol (will be defined for most of the known cases)
  • Using canned responses as well as free flow responses depending on the issue
  • Investigate issues using various tools: usage & users management tools, 3rd parties payment systems
  • Review, categorize and escalate Feedback (an option in the rider app for users to provide feedback)
  • Review and tag feedback cases based on content
  • Escalate to tickets
  • Evaluating when to escalate issues; escalate issues to tier #2 and to tier #3 directly
  • Ad hoc deep dives analysis on cases received

Your Profile as a Customer Service Agent:

Must Have:

  • BA/BS degree or equivalent practical & ideally relevant experience in customer service role
  • Experience in data center environment providing customer support, triaging & resolving issues
  • Ability/experience in handling technical/financial product support through all channels - Phone, Email and Chat
  • Excellent business writing skills
  • Good typing speed (50 wpm & more)
  • Service oriented approach
  • Fluent in English & Hebrew
  • Excellent oral & written business communication skills
  • Proficient in Microsoft Office/Google Suite
  • Previous customer service experience using similar platforms and channels
  • Responsible, qualified to handle sensitive user info
  • Proven ability with working under a metrics driven environment inclusive of CSAT and case resolution times
  • Previous experience in troubleshooting & customer support

Nice to Have:

  • Ability to work in multicultural environment, and as part of cross-functional teams.
  • Attention to details.
  • Strong analytical background and experience.
  • Ability to multitask and prioritize under pressure.
  • Ability to work in a dynamic and fast-paced environment.


Interested? Press that Apply button! :)

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