Order Support Specialist - Czech - Lisbon

Position: Order Support Specialist

Location: Lisbon Portugal

Employment type: Fulltime

Remuneration: Base salary.

DUTIES AND RESPONSIBILITIES:

• The Retail BackOffice Specialist receives escalations from customerfacing colleagues and works under strict regulations. They commit time to handle complex issues relating to the fulfillment of online orders placed by customers who expect the very best consumer electronics devices. Ensuring a swift and fast resolution for problems occurring during the lifetime of a web purchase is the focal goal of this role. From order induction to item delivery and from handling flavor changes to RMA completion the Retail BackOffice Team owns this process.
• The Specialist will liaise with partners and provide direction for issue resolution to take the customer out of the loop for complex issues achieving quick customer satisfaction. They will perform investigations that will lead to decisions impacting relations with customers and partners. Customer phone and email outreach are necessary to relay issue resolution providing timely updates when investigating and when restoring the relationship.
• Performing tasks in SAP at a high detail level for recordkeeping is essential. SAP actions require the utmost attention to detail and accurate adherence to KBase protocol.

REQUIREMENTS:

• Flawless communication skills both written and oral in Czech (C2 or C1) Proficient in English (B2);
• Ability to work quickly and efficiently under deadline pressure.
• Very good accuracy and attention to detail understanding that small details can make the biggest difference.
• Proven ability to work and make decisions with minimal supervision.
• Proactively utilize strong problemsolving skills to deliver customerfocused solutions.
• Working in a backoffice environment with customer satisfaction in mind
• Excellent written and verbal communication skills
• Interest in self and team KPIs focusing on what can be done instead of what cannot be.
• Knowledge of SAP is an advantage; otherwise we can help with that.
• As this job is directly related to order volume flexibility is required and will occasionally involve overtime work.
• Extraordinary teammate thriving in an environment where camaraderie matters.

BENEFITS:

• Excellent remuneration package based on experience skills and performance
• Be part of a dynamic multilingual multicultural and creative team with positive and friendly atmosphere
• Guidance and tools to reach your full potential.