Job Description

David Kennedy Recruitment is working with a leading Outsourcing/BPO consultancy that is seeking to onboard Polish speaking Customer Service Representative for online video sharing and social media platforms for their Lisbon office.

Position: Customer Service Representative

Location: Lisbon, Portugal

Work model: on-site

Employment type: Full-time

DUTIES AND RESPONSIBILITIES:

• Handle and resolve escalated inquiries or appeals from users or clients regarding decisions affecting their products or services

• Translate complex technical or policy-related issues into clear, concise communications across email, chat, and support platforms

• Perform thorough research and apply critical thinking to deliver accurate and policy-aligned resolutions

• Communicate effectively and demonstrate strong subject matter expertise to advocate for user or stakeholder perspectives

• Review, organize, and update user-facing content and documentation to ensure clarity, consistency, and accuracy

• Understand and explain advanced technical concepts and terminology in a way that is accessible to non-technical audiences

• Proofread and edit written materials to maintain a high standard of quality and professionalism

• Work collaboratively with team members and cross-functional stakeholders to resolve complex or high-priority issues.

REQUIREMENTS:

• Native or fluent in Polish with strong proficiency in both written and spoken communication, as well as English fluency (B2)

• 1–2 years of experience in a technical support, customer service, or user engagement role

• Bachelor's degree or equivalent practical experience

• Proven ability to communicate effectively in writing and support customer-facing interactions

• Strong analytical and troubleshooting skills with a proactive, solution-oriented approach

• Familiarity with technical platforms, tools, or policies relevant to the role

• Excellent verbal and written communication abilities

• Ability to succeed in a dynamic environment with shifting priorities and tight deadlines

• Works well in team settings and across functions to achieve shared goals

• Skilled in managing multiple tasks, priorities, and communication channels efficiently

• Demonstrates understanding of user or client perspectives and delivers thoughtful, supportive solutions

• Ability to work in shift rotation, Monday to Friday, in between 07 AM - 07 PM (40 hours a week).

OFFER:

• Be part of a dynamic multilingual, multicultural and creative team with a positive and friendly atmosphere

• Guidance and tools to reach career potential

• Relocation support

• Accommodation in a single room in one of the shared company apartments for international candidates

• Free Portuguese classes

• And much more!