Customer Service Agents
Location: Quinta do Lago, Portugal (office-based / hybrid role)
Hours: Full-time – 40 hours per week (Monday to Friday)
Department: Customer Support
Languages: Dutch / English
About the role
Newstel is looking for experienced customer service agents to join our team working from Quinta do Lago, Portugal. You'll have a strong focus on delivering excellent customer service for one of our key campaigns.
You will be an experienced customer service agent. used to supporting customers by email, chat and phone. You'll be metric-focused and able to work to fair and achievable KPI's. You will share Newstel’s values of being customer-focused and remaining agile and adaptable as we scale.
Key responsibilities: Customer Service Agent
- 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
Skills & experience
Essential:
- Be an expert speaker (C2) in the required languages (Dutch / 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.
Desirable:
- An interest in outdoor sports
- An interest or willingness to learn about technical sporting equipment (bicycles ideal but not essential)
Personal attributes
- Caring, empathetic and approachable.
- Positive, energetic and adaptable mindset.
- Customer-focused with a strong sense of accountability.
Working requirements
- Ability to work from our Quinta do Lago office on a daily basis for the initial training period of around 2 months. After this, a 50/50 hybrid working option is available if preferred.
- Full-time availability (40 hours per week).
- Flexibility to support business needs as required.
How you’ll know you’re successful
- You consistently meet or exceed KPIs and quality standards.
- Training is completed on schedule and understanding is demonstrated.
- You deliver your own responsibilities reliably and proactively.
Hiring process
We take a thorough but respectful approach to hiring and see this as a two-way process:
- Initial assessment
- First interview (Face to face)
- Final interview with senior management and/or client
If you’re an experienced customer service agent who enjoys delivering a superb customer experience, we’d love to hear from you.