David Kennedy Recruitment is working with a leading Outsourcing/BPO consultancy who is seeking to onboard a English-speaking Customer Service Representative for their Lisbon office.Position: Customer Service RepresentativeLocation: Lisbon, PortugalEmployment type: Full-timeRemuneration: Base salary.DUTIES AND RESPONSIBILITIES:
Handle a wide range of customer queries via chat, phone, or email, aiming for first-contact resolution and delivering an exceptional customer experience
Take ownership of customer issues from start to finish, including complex cases, while building trust and demonstrating company values
Support fraud investigations, dispute resolution (including chargebacks), and complaint handling with fairness, care, and attention to detail
Identify and assist vulnerable customers, making appropriate adjustments and escalating when necessary
Coach team members and provide constructive feedback to enhance training, processes, and service quality
Remain adaptable and responsive to evolving business needs, customer demands, and operational priorities.
REQUIREMENTS:
Native or fluent in English with strong proficiency in both written and spoken communication
At least 12 months' experience in customer service or banking, financial services, or insurance in Ireland
Strong communication skills with empathy, clarity, and professionalism
Ability to make confident decisions on complex cases with resilience and a focus on fair outcomes
Experience acting as a subject matter expert, supporting peers, and sharing knowledge
Flexible, adaptable, and able to switch between tasks and systems effectively
Collaborative mindset with emotional intelligence and a values-driven approach
Knowledge of Slack, GSuite, and quick adaptability to new tools and processes.
OFFER:
Competitive renumeration package
Career growth opportunities in an international and multicultural environment
Private health inusrance
Free meals provided in on-site cafeteria
Full relocation support for international candidates (with possibility of using company accomodation at affordable rate)
