Customer Service and Live Operations Agent
Gopuff
contract
Posted on:
Location: 🇵🇹 Portugal
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Manage incoming customer, driver and MFC inquiries via live chat, email, phone and Slack tickets promptly and professionally.
- Resolve customer, MFC & Delivery Partner issues efficiently, aiming for first-contact resolution whenever possible.
- Maintain a high level of customer satisfaction and retention through excellent service.
- Collaborate closely with other teams, including Operations to resolve complex customer issues.
- Identify and escalate priority issues that require urgent attention.
- Uphold company policies and procedures while adhering to service level agreements (SLAs).
Requirements
- Proven work experience in customer service, ideally in a fast-paced environment.
- Excellent communication skills, both written and verbal.
- Strong problem-solving skills with a solution-oriented mindset.
- Ability to multitask, prioritise, and manage time effectively.
- Familiarity with CRM systems and ticketing platforms (experience with Slack & CXM platforms for customer support is a plus).Proficiency in typing and using technology for communication and data entry.
- Ability to work independently and as part of a team in a remote setting.
- Flexibility to work non-traditional hours, including evenings, weekends and holidays as needed.
- Secondary School/High school diploma or equivalent; additional education or certification in customer service is a plus.
- Conversational fluency in written and spoken English.
- All applicants must own their own laptop and a stable, private WiFi network.