Newstel Worldwide

Customer Service Agent, French/English Speaking

Newstel Worldwide

part-time

Posted on:

Location Type: Hybrid

Location: Almancil • Portugal

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About the role

  • Deliver high-quality customer support across multiple virtual channels, including email, live chat and voice, ensuring a consistent and positive customer experience.
  • Respond to customer enquiries accurately and efficiently, resolving issues at first point of contact wherever possible.
  • Manage inbound and outbound customer interactions in line with service level agreements (SLAs) and quality standards.
  • Provide clear, empathetic and professional communication, adapting tone and approach to suit different channels and customer needs.
  • Handle customer complaints and escalations calmly and effectively, following internal procedures and escalation guidelines.
  • Maintain accurate and up-to-date customer records using CRM and ticketing systems.
  • Support customers with account queries, orders, payments, technical issues or service-related questions.
  • Identify recurring issues and proactively share insights or improvement suggestions with team leaders and relevant stakeholders.
  • Adhere to data protection, security and confidentiality requirements at all times.
  • Meet individual and team performance targets, including productivity, quality and customer satisfaction metrics.
  • Stay up to date with product knowledge, process updates and system changes through ongoing training and coaching & quality

Requirements

  • Be an expert speaker (C2) in the required languages (French / English)
  • Have a proficient level of English (all training will be delivered in English as a common language)
  • At least 2 years of prior experience in a virtual customer service role
  • Experience working in a fast-paced, consumer-facing environment
  • Confident using technology, including contact centre tools (Zendesk desirable) and MS Office / Google Workspace, etc.
  • Highly organised, proactive and solution-focused, with strong attention to detail.
  • An interest in outdoor sports
  • An interest or willingness to learn about technical sporting equipment (bicycles ideal but not essential)
Benefits
  • Flexible working arrangements
  • Professional development opportunities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer supportissue resolutiondata protectiontechnical supportperformance metricsproduct knowledgeprocess updates
Soft Skills
empathetic communicationproblem-solvingattention to detailproactivehighly organizedcalm under pressure