about the role
We are looking for a Customer Support Advisor to join the team in Portugal.
Successful candidates will be supporting our amazing partner, Oura Health, makers of the renowned Oura Ring. The Oura Ring is a smart ring used by over 1 million people globally to track the likes of stress, illness detection, women’s health, heart rate and more.
This is your chance to join a great global team across Europe and North America and power up your skills by tackling and troubleshooting complex issues. There will be many opportunities for growth within this role and the opportunity to support global customers.
Otonomee is an early stage, fast growing business and this is an opportunity to join at a very exciting time.
Hours of Support : rotational shifts between 8am - 8pm Including weekends
Salary : 15250.00 paid in 14 instalments
WHAT YOU'LL BE DOING
Customer Support:
Resolve customer issues related to purchase, orders, shipping, set up, connectivity and warranties with precision.
Provide attentive responses to customers that incorporate a thorough understanding of their concerns and offer step-by-step guidance and solutions to satisfy questions or remedy issues
Customer Interaction:
Deliver premium customer service through chat, email and phone channels.
Respond to inquiries, troubleshoot problems, and provide information with a focus on exceeding customer expectations.
Proactive Problem-Solving:
Anticipate and address potential issues, preventing disruptions before they impact the customer experience.
Collaborate with other teams to identify recurring problems and contribute to continuous improvement initiatives.
Product Knowledge:
Maintain up-to-date knowledge of our clients’ products and services to effectively assist customers.
Contribute to the creation and updating of knowledge base articles for internal and customer reference.
Empathy and Communication:
Demonstrate empathy and active listening skills during customer interactions.
Communicate complex concepts in a clear and understandable manner.
Quality Assurance:
Adhere to established quality standards in all customer interactions.
Participate in regular training sessions to stay abreast of industry developments and enhance skill sets.
The recruitment process
30 min Teams interview with the Recruitment Team
Language test if applicable to the role
45 min Teams interview with the Hiring Team
your profile
Your profile
Minimum of 2-3 years of proven experience in Customer service, with a focus on live interactions, in chats, emails and/or phone channels
Experience in supporting and troubleshooting technical queries
Have a growth, curious mindset, and ability to adapt to changing policies and guidelines.
Ability to work independently and collaboratively in a fast-paced environment.
Proficient in troubleshooting orders, shipping, connectivity, and operational issues.
Excellent English written and verbal communication skills to C2 level
Experience in supporting US and or/UK customers and advantage
Possess a passion for delivering excellent customer service and a commitment to exceeding customer expectations.
Demonstrate ability to handle challenging customer interactions with professionalism.
why us?
Work form Home opportunity based in Portugal
An Oura Ring so that you can provide great customer support
Internet Allowance of €20 per month
Meal Card Allowance of €10.46 per working day
A Permanent Employment Contract
Equipment provided
Home office allowance (Once off pay and claim to help you set up your home office)
A Buddy on joining
Online Gym and Wellbeing Studio.
The opportunity for professional growth.
Fun company events and team outings
Autonomy and Responsibility
Otonomee is an AI platform company building artificial intelligence capabilities for the contact center and business process outsourcing (BPO) industry. The company develops three categories of AI tools: internal operational tools that improve how the business runs, frontline agent tools that enhance contact center representative effectiveness, and selective client-facing solutions where existing platforms cannot meet specific needs. Otonomee is building an enterprise AI platform on Azure designed to integrate with major CX platforms like Zendesk, Genesys, and Intercom. The company is in its early stage, establishing its product and engineering foundation with a focus on AI-native development and real-world deployment in contact center environments.
