Portuguese Customer Support Specialist | Covilhã, Portugal

• Start Date: October 26th

Location

Covilhã, Portugal

• Language Required: Portuguese (Native or C1/C2 Fluent)
• Contract Type: 12-Month Renewable Contract (Permanent contract option after 2 years)
• Work Schedule: Full-Time | 40 hours/week | 8-hour daily shifts (9:00 AM – 10:00 PM, Monday–Sunday, rotating shifts)

About The Role

Join us as a Customer Support Specialist for one of Portugal's leading telecommunications operators. You will serve as the primary direct touchpoint for customers via line, delivering exceptional service across mobile, fixed-line, and convergent package offerings.

Your main mission is to provide clear, empathetic, and effective solutions for technical, commercial, and contractual requests, directly influencing customer retention, loyalty, and satisfaction.

Key Responsibilities

• Handle inbound calls concerning mobile, fixed, and integrated package services.
• Address inquiries regarding billing, tariffs, contracts, promotional campaigns, and feature details.
• Log, track, and manage customer requests accurately within internal systems.
• Identify and escalate operational errors or workflow inconsistencies to help improve processes.
• Reference manuals, FAQs, and internal databases to ensure compliance with official procedures.
• Participate in continuous training programs covering products, processes, and soft skills.
• Meet quality standards, key performance indicators (KPIs), and maintain strict compliance with the code of conduct.

What We Are Looking For

• Communication & Personal Strengths: Empathetic, optimistic, self-motivated, honest, and approachable with a strong desire to help others.
• Adaptability & Resilience: Able to handle change, navigate stress, manage personal emotions, and adapt to diverse customer profiles.
• Technical & Soft Skills:
• Strong active listening skills and positive communication style.
• Fluent, confident, and professional Portuguese language skills (spoken and written).
• Quick adaptability to navigate multiple computer software systems and record data efficiently.
• Natural negotiation abilities, problem-solving mindset, and results-oriented drive.

Paid Training & Onboarding

• Start Date: October 26th
• Duration: 13 business days (Monday to Friday, 9:00 AM – 6:00 PM).
• Training Program Covers: Integration, software tools, client product portfolio, customer interaction techniques (phone/chat/email), and practical on-the-job application.

Compensation

Paid training allowance upon successful completion (net stipend based on completed training days; signed agreement on Day 1).

Salary & Benefits Package

Monthly Gross Remuneration breakdown (Full-Time 8h/day):

• Base

Salary

€920.00 / month

• Pro-rated Vacation Allowance: €76.67 / month
• Pro-rated Christmas Allowance: €76.67 / month
• Food Allowance: €147.00 / month (tax-exempt, paid via pre-paid meal card based on :21 working days at €7.00/day)
• Total Estimated Monthly Gross

Compensation

€1,220.33 / month

Additional Perks & Working Conditions:

• Contract: 12-month renewable contract (transitioning to permanent status after 2 years).
• Health & Dental Insurance: Private coverage provided upon contract signing (requires Portuguese NIF and Social Security Number).
• Public Holidays: Portuguese holiday regulations apply. Working on a Portuguese public holiday earns a compensatory day off.