Customer Support Advisor ( Remote Based in Portugal)

Job Title: Customer Support Advisor 
Location: Remote Based in Portugal
Terms: Permanent Contract / Full-Time 40h weekly
Salary: Annual Gross 13.913 Euros (inclusive of holidays Allowances). Increase to 15.250 Euros after 6months
Schedule: Monday to Friday – 09:00 to 17:30

ABOUT THE ROLE

As a Customer Support Advisor, you’ll be the first point of contact for our customers, delivering exceptional support through inbound and outbound calls, emails, and emerging digital channels. This role is ideal for someone who embraces variety, performs well under pressure, and takes pride in resolving issues with efficiency and empathy. You’ll have the autonomy to make decisions, contribute to ongoing improvements, and play a vital role in delivering a best-in-class customer experience. 
 
This is a permanent work from home position based in Portugal. 
 
Successful candidates will be supporting our partner, Kearys Motor Group - Ireland’s largest family-owned motor group. Kearys offers a wide range of new and used vehicles, complemented by full aftersales services including maintenance, parts, warranty, and protection plans, all delivered by a dedicated team of expert service advisors. 
 
WHAT YOU'LL BE DOING 

• Handling inbound and outbound calls as well as emails from both existing and potential customers. This includes booking minor and major car services,recall support,managing general enquiries, and updating or amending service appointments.
• Conducting daily outbound calls to customers with overdue services, actively encouraging them to schedule their service appointments during the call. You may be dedicated to this outbound function, so a proactive attitude and confidence over the phone are essential.
• Thriving in a fast-paced environment where multitasking and managing multiple customer interactions is part of your daily routine.
• Managing a variety of service processes across multiple automotive brands, ensuring compliance with brand-specific standards and customer expectations.
• Managing your own day-to-day performance, ensuring all inbound contacts (calls, emails, and future digital channels) are responded to in line with SLA targets.
• Liaising with internal stakeholdersregardingpotential sales opportunities or follow-up actions.
• Staying informed about current service promotions, manufacturer requirements, and any changes to offerings.
• Identifyingadditionalservice opportunities during interactions, such as warranty checks, recalls, or upcoming maintenance needs.
• Consistently meeting andmaintainingquality standards across all communication channels.
• Working towards agreed KPIs that reflect individual and team performance.
• Building strong, positive relationships with both customers and internal departments to support a seamless customer journey.
• Remainingup to date on all systems, processes, and service-related developments, while actively suggesting areas for improvement.

ABOUT YOU
To thrive in this role, you should possess the following qualifications and attributes: 

1. Communication Skills: Excellent verbal and written communication skills in English
2. Results-Driven:You are committed to meeting and exceeding key performance indicators (KPIs), such as response time, resolution time, customer satisfaction scores, and call handling metrics
3. Customer-Focused:A passion for delivering outstanding customer service, with a patient and empathetic approach to solving customer issues.
4. Team Player:Ability to work effectively in a collaborative team environment, sharing knowledge and contributing to collective goals.
5. Problem-Solver:Strong analytical and problem-solving skills, with the ability to think critically and provide effective solutions under pressure.
6. Adaptable:Comfortable working in a fast-paced, evolving environment, and open to learning new technologies and processes.