ONE, founded in 2004, was created with the mission of producing high-quality watches at affordable prices. Today, it is a leading brand in Portugal, sold through more than 300 partners. Under new leadership since 2023, ONE continues to expand internationally, developing proprietary products that empower women around the world. With offices in Lisbon and Porto, our predominantly female team reflects our commitment to inspiring confidence and personal expression. As a Customer Support Specialist, you will be the first point of contact for customers, partners, and internal teams, playing a central role not only in traditional customer support but also in technical support for our Smart product category, as well as coordinating trainings and travel related to this role. We are looking for someone capable of ensuring efficient, empathetic, and solution-oriented service, while also taking on additional responsibilities related to the technical aspects of our Smart products. Responsibilities * Customer Service: Manage and respond to customer inquiries via email, phone, and chat, ensuring fast and efficient service; * Technical Support for Smarts: Provide specialized support regarding our Smart product line (setup, usage, troubleshooting), ensuring customers understand and fully utilize their products; * Problem Resolution: Support customers in resolving issues related to products, orders, warranties, and repairs, following each case through to satisfactory resolution; * Order Follow\-up: Check order status, monitor shipping processes, and coordinate with the logistics team to ensure timely deliveries; * Complaint Management: Handle complaints professionally, using an empathetic and solution\-oriented approach; * Cross\-departmental Collaboration: Work closely with operations, logistics, and sales teams to ensure the best possible customer experience; * Analysis and Reporting: Maintain detailed records of customer interactions and relevant feedback, identifying patterns and improvement opportunities; * Online Reviews and Feedback Management: Assist in monitoring and responding to customer reviews and comments on online platforms, ensuring a positive brand image; * Support Material Creation: Contribute to the development and improvement of customer support materials such as FAQs, user guides, and service scripts; * Improvement Suggestions: Identify opportunities to optimize customer service processes and propose solutions to enhance efficiency and customer satisfaction. Requirements * At least 1 year of experience in customer service roles, preferably in e\-commerce or retail; * Excellent written and verbal communication skills in Portuguese and English (additional languages are a plus); * Strong problem\-solving skills and customer focus; * Good time management and organizational skills, with attention to detail; * Proactive attitude, empathy, and positive mindset; * Affinity with the fashion/accessories industry is valued.