Operations Customer Expert

About the Position

Join the Teleperformance Portugal team as an Operations Customer Expert, supporting customers of bol.com, one of the Netherlands' largest e-commerce platforms. Bol.com offers more than six million products, including books, electronics, entertainment products, software, mobile phones, televisions, e-readers and games.

You will work with your colleagues to provide customers with competent and friendly service experience through phone and email.

Additional Information

• A six-day training programme is provided before employment begins.
• Training lasts eight hours per working day.
• The training programme includes:
• Integration into the Teleperformance Portugal team
• Training on the required computer software
• Product and service training
• Customer management training for telephone, email and/or chat contact
• On-the-job training and independent implementation of the training content
• A training agreement will be signed on the first day, specifying the training compensation, schedule and duration.
• Candidates who successfully complete the training will sign an employment contract on the final training day or the following working day.
• The training period is proportionally compensated upon successful completion.
• No compensation will be paid if the candidate terminates the training prematurely.
• Additional expenses associated with attending the training will not be reimbursed.
• Health insurance is provided from the first day of the employment contract.
• Portuguese public holidays and employment conditions apply.
• Employees receive 22 holiday days per year.
• Employees who work on a Portuguese public holiday receive a compensatory day off, subject to project approval.
• Holiday and Christmas allowances are paid monthly on top of the base salary.

Requirements

The provided project document does not specify formal education, previous experience, language level or technical requirements.

Based strictly on the responsibilities described, the position involves:

• Communicating with customers by phone and email
• Providing clear answers and practical solutions
• Handling questions and concerns professionally
• Learning new software, products and customer service processes
• Working according to a rotational shift schedule

Responsibilities

• Listen to customers' questions and concerns and provide appropriate answers and solutions.
• Troubleshoot issues concerning orders, deliveries, payments and returns.
• Act as a point of contact for external sellers.
• Provide customers with information about digital products.
• Escalate or redirect issues to the appropriate departments.
• Deliver competent and friendly customer service through phone and email.

Key Information

• Employer: Teleperformance Portugal
• Workplace: TP Tejo, Lisbon, Portugal
• Working hours: 40 hours per week
• Daily schedule: Eight working hours plus a one-hour lunch break
• Shift pattern: Rotational shifts from Monday to Sunday, between 07:00 and 23:00
• Training duration: Six working days
• Training compensation: €42.72 per day; €256.32 for six days
• Contract: Employment contract for an uncertain term, with an expected duration of 12 months
• Long-term employment: Employment continuing beyond two years will become permanent
• Base salary with TP accommodation: €776 gross per month
• Base salary without TP accommodation: €1,055 gross per month
• Accommodation benefit-in-kind: €204 per month
• Christmas allowance: €64.66 with accommodation or €87.91 without accommodation
• Holiday allowance: €64.66 with accommodation or €87.91 without accommodation
• Meal allowance: €7 per working day, approximately €154 per month
• Potential productivity bonus: €50, depending on performance and/or attendance
• Total monthly package with accommodation: Approximately €1,313.32
• Total monthly package without accommodation: Approximately €1,434.82
• Social security contribution: 11%
• Health insurance: From the first day of the employment contract