Customer Experience Specialist

Online Filings

Customer Experience Specialist providing exceptional service and support at Online Filings. Responsible for addressing inquiries and resolving issues via various communication channels.

Posted 7/27/2026full-timeCascais • 🇵🇹 PortugalMid-LevelSenior💰 €1,100 - €1,200 per monthWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates extensive experience in customer service within a Software as a Service environment, with strong problem-solving abilities and effective communication skills. Proficient in managing customer interactions and feedback to enhance service delivery and customer satisfaction.

Highest-signal resume keywords

Customer Experience ManagementProblem-Solving SkillsStrong Communication SkillsCRM Systems ProficiencyRefund Processing

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer ServiceRefund ProcessingProblem-SolvingUpsellingRecord Keeping

Soft Skills

Interpersonal SkillsEmpathyAgilityPersistenceCuriosity

Tools & Technologies

MS OfficeZendeskSalesforce

Industry Keywords

Software as a ServiceCustomer SatisfactionCustomer FeedbackEscalation Management

About the role

Key responsibilities & impact

Deliver outstanding customer service via phone, email, and online chat, ensuring clients have the best experience possible
Serve as an escalation point for complex issues, providing clear solutions and maintaining customer satisfaction
Relay customer feedback for product improvements, identify issues affecting the customer experience and recommend solutions, escalate bugs to the Tech Support team
Assess, process, and resolve refund requests in line with company policies, balancing customer experience with business objectives
Communicate refund decisions effectively, offering alternatives where appropriate to retain customers
Develop strong knowledge of Online Filings’ products to provide accurate information, understand customer needs, and upsell relevant services
Maintain accurate records of customer interactions and actions taken
Resolve or escalate customer complaints promptly and efficiently

Requirements

What you’ll need

Minimum of 6 years' in customer experience related roles in a Software as a Service company
Bachelor's degree is preferable
Strong communication and interpersonal skills
Native or fluent English level (C1 minimum) with outstanding speaking and writing skills
Experienced user of MS Office and CRM systems such as Zendesk and Salesforce, with the ability to quickly adapt to new tools and technologies
Problem-solving skills and ability to troubleshoot
Empathetic, with the ability to build rapport easily with customers and colleagues
Humble, open to feedback, curious, and eager to learn
Persistent, agile, and goal-driven

Benefits

Comp & perks

Meal Allowance: €230 per month, tax free
Fixed Weekly Schedule: Monday - Friday 9am - 6pm, 40h per week
Holiday Allowance: 22 days holiday plus bank holidays
Computer will be provided to work from home