Customer care in Porto (paid accommodation)

General Presentation:
Our partner is a company specializing in road infrastructure management, including asset management, operation, maintenance, and toll collection services. With over 25 years of experience, they are a key player in Portugal and are now expanding internationally. As part of this expansion, they are launching a multilingual customer support project targeting Dutch-speaking customers.

We are looking for an Operations Customer Expert (Dutch Speaker) to join this project, based in Porto. Your role will be to assist Dutch-speaking customers, drivers, transport companies, and logistics operators, with all their questions via phone, email, and chat.

Main Responsibilities:
Customer Support: Be the main point of contact for Dutch-speaking customers, answering their questions via phone, email, and chat.

Issue Resolution: Help customers with their requests, clarify doubts, and ensure a smooth and positive experience at every interaction.

Revenue Collection: Ensure revenue collection and handle debt communication when applicable.

Service Sales: Promote and sell relevant services as applicable.

Quality of Service: Deliver accurate, efficient, and empathetic assistance across all communication channels.

Working Conditions:
Working Hours: 40 hours per week (8 hours per day + 1 hour lunch break), on a rotational shift pattern 24/7.

Workplace: Porto. First 3 months fully on-site. After 3 months, hybrid work possible (2 days remote) based on performance.

Contract: Initial Selection Agreement, followed by a fixed-term employment contract of approximately 12 months. Employment beyond 2 years leads to a permanent contract.

Salary & Benefits:
The gross monthly salary is 1,259€, with the company apartment included as a benefit-in-kind.

Please note that the minimum wage in Portugal is 920€, and Portugal is one of the countries in Europe with the lowest cost of living, making your purchasing power significantly higher than what the salary figure alone might suggest.

Additional benefits include:
- Meal allowance of 7€/day, paid by debit card
- Productivity bonus of up to 200€/month based on performance
- Health insurance from day one of your employment contract
- Social Security tax at a flat rate of 11%

Accommodation:
Our partner offers the option to be housed in a shared company apartment in Porto. This is an excellent option to ease your relocation and significantly reduce your living costs. Here is what you need to know:
- Fully furnished shared apartment (coliving)
- All utilities included: water, electricity, internet
- Weekly professional cleaning service
- Dedicated 24/7 support line for any housing issue
- Non-smoking accommodation
- No pets allowed
Training:
Duration: 10 working days, 8 hours per day.

Training content includes:
- Integration into the team
- Training on internal software tools
- Comprehensive product and service training
- Customer management training (phone, email, chat)
- On-the-job training and practical implementation

Training compensation: 42.72€/day (total: 427.20€ for 10 days), paid proportionally upon successful completion. No social security taxes are deducted during the training period. Please note that if you leave before completing the training, no compensation will be paid.

Candidate Profile:
- Native or near-native Dutch speaker
- Good command of English (working language internally)
- Strong communication skills, both written and oral
- Customer-oriented mindset with empathy and patience
- Ability to work independently and as part of a team
- Comfortable with digital tools and software
- No specific prior experience required, full training is provided