Customer Support Agent

Description

Job Summary: Customer Support Specialist for a dynamic watch brand, serving as the first point of contact for clients, partners, and internal teams, with a focus on Smart support and coordination. Key Highlights: 1. First point of contact for customers, partners, and internal teams 2. Specialized support for Smart configuration and usage 3. Cross-departmental collaboration to optimize customer experience ONE, founded in 2004, was established with the mission of creating high-quality watches at accessible prices. Today, it is a leading brand in Portugal, distributed through over 300 partners. Under new leadership since 2023, ONE continues its international expansion, developing proprietary products that empower women worldwide. 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 Smart category support and coordinating related trainings and travel. We seek someone capable of delivering efficient, empathetic, and resolution-oriented service, while also assuming additional responsibilities tied to the technical context of our Smarts. Responsibilities * Customer Service: Manage and respond to customer inquiries via email, phone, and chat, ensuring fast and efficient service; * Smart Technical Support: Provide specialized support related to our Smart product line (configuration, usage, troubleshooting), ensuring customers understand and fully leverage their products. * Problem Resolution: Support resolution of issues related to products, orders, warranties, and repairs, following each case through to satisfactory resolution; * Order Tracking: Verify order status, monitor shipping processes, and liaise with the logistics team to ensure timely deliveries; * Complaint Management: Resolve complaints professionally, ensuring an empathetic, solution-oriented approach; * Cross-Departmental Collaboration: Work closely with operations, logistics, and sales teams to deliver 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: Support monitoring and responding to customer reviews and comments on online platforms, safeguarding the brand’s positive image; * Support Material Development: Contribute to the creation and improvement of customer support materials, such as FAQs, user guides, and call scripts; * Improvement Suggestions: Identify opportunities to optimize support processes and propose solutions that 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 ability and customer focus; * Good time management and organizational skills, with attention to detail; * Proactivity, empathy, and a positive attitude; * Familiarity with the fashion/accessories sector is valued.