Customer Care Representative

Want to be part of a team that helps people enjoy unforgettable events and experiences?

At webook.com, we believe great customer support is more than answering questions. It is about helping people feel confident, supported, and excited about the experiences they are booking.

We are a leading event ticketing and experience platform, known for innovation, speed, and the ability to deliver at scale. We have powered some of the largest events in the region, and we are now expanding globally.

As we grow, we are looking for customer care agents in Portugal to join our international team. If you enjoy helping people, solving problems, and working in a dynamic environment where no two days are exactly the same, you could be a great fit for us.

Role Description

The Customer Care Representative is responsible for handling the department's inbound and outbound calls, and providing customers with the services they are looking for. The agent handles customer complaints and inquiries through all customer service channels, acts as a source of information, collects customer feedback, and enhances customer satisfaction. Agents are also responsible for supporting client merchants and service providers by collecting their feedback and leads, handling their inquiries and complaints

Key Responsibilities:

• Follow company policies and instructions, and maintain the company's equipment and prestigious image
• Adhere to working hours, schedules, breaks, and tasks assigned; deliver work before the deadline
• Answer contact center inbound calls and serve customers with the required services
• Handle inbound and outbound customer transactions across all channels including voice, WhatsApp, social media, email, live chat, and any other customer service channels
• Handle customer complaints, inquiries, and feedback through all customer service channels; ensure mastery shopping services and enhance customer satisfaction
• Escalate customer complaints and feedback to the concerned department and follow up to get a solid solution
• Make outbound telemarketing and sales calls for company projects
• Collect and accurately record customer feedback and information
• Maintain and achieve individual Key Performance Indicators (KPIs) including quality scores, resolution time, and customer satisfaction metrics
• Contribute to enhancing overall customer experience and satisfaction
• Update customer records and case logs in the CRM system accurately

Requirements

• 1–2 years of experience in a call center or customer support environment
• Fluent in English (spoken and written)
• Fluent in Portuguese (spoken and written)
• Good computer literacy and confident use of standard office applications
• Fast and accurate typing skills
• Experience with CRM or ticketing systems is an advantage
• Availability to work rotational shifts, including evenings and weekends