About Us
Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, Germany, Albania, Poland, Puerto Rico, and the Philippines, which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.
What the role is about
Helpware is looking for a bilingual (English and Spanish) Customer Service Representative based in Portugal. As a CSR, you will be providing top-notch customer service through phone, email, and social media and addressing a variety of customer inquiries in a personalized, friendly, and informative manner.
This is a contractor role, meaning candidates must have the legal right to work as independent contractors in Portugal.
What awaits you in this role
- You will help resolve customer issues and support the timely delivery of tickets and seller payments.
- You will advise customers, both buyers and sellers, with guarantees, fulfillment assistance, refunds, payments, purchases, listing tickets, questions about the site, account issues, venue information, etc.
- You will be responsible for maintaining your and your team's performance metrics at a high level.
- You will act as a community advocate for our Client’s partners and ensure the best representativity of their brand.
What qualifications are we looking for
- Prior experience in customer service working across multiple channels is a must.
- Fluency in both English and Spanish is required (bilingual level).
- Prior experience working with highly demanding customers and British services is needed.
- A solid understanding of IT and Microsoft Office
- Excellent oral and written English and Spanish communication skills.
- Contractor work eligibility in Portugal and current residence in the country.
- Readiness, flexibility, and previous experience to work 8 hours work shift+1h break on late shifts and weekends
What qualifications will boost your chances
- Prior experience in live events or the ticket marketplace industry
- Strong background and understanding of back-office and administration processes, preferably in eCommerce or Digital environments.
- Proven record of contributing to the quest for efficiency in a contact center environment.
- An additional language will be a plus.
Get to know our Client
Our Client is an international ticket marketplace present in +25 countries that allows people worldwide to buy and sell tickets for events all over the world with a special focus on international sporting events such as Formula One, Moto GP, Football Leagues, Basketball Leagues, American Football Leagues, Baseball Leagues, biggest Tennis Tournaments, biggest artist tours and leading international music festivals. Our Client’s mission is to bring the joy of live events to fans globally, and to achieve that, they offer the highest trust ticketing experience to high-value customers traveling to the biggest global events.
Skills Required
- Prior experience in customer service working across multiple channels
- Prior experience working with highly demanding customers and British services
- A solid understanding of IT and Microsoft Office
- Excellent oral and written English and Spanish communication skills
- Readiness to work 8 hours shift with flexibility for late shifts and weekends
What We Do
Founded in 2015, Helpware is a company taking a modern approach to the outsourcing industry. We created the company to change perceptions of what outsourcing is and can be, and we did that by building amazing cultures in each of our locations, and by simply treating our employees better. With Helpware, we are all a team and family, and you'll see that true difference when partnering with us. Helpware builds customized teams in Customer Service and Back Office for industry-leading startups and modern companies. With offices in California, Colorado, Kentucky, Ukraine, Philippines, Germany, and Mexico, we have the global scale to tailor custom teams and processes for success to our many powerhouse clients. Helpware has grown over the years, initially catering to startup client partners, and has now evolved into creating client partnerships with large enterprises as well.
