🇵🇹 Lisbon — Portuguese-speaking telecommunications customer support
About the role
Provide direct and effective support through inbound calls, resolving technical, commercial and contractual enquiries. Help improve customer retention, satisfaction and loyalty through clear, professional and empathetic communication.
About the project
Support the Portuguese market on a project for a major telecommunications operator in Portugal, covering mobile, fixed-line, television and digital services. The company focuses on service quality and the customer experience. ELITYORA supports the recruitment process as an external recruitment agency.
Key responsibilities
- Answer inbound calls about mobile, fixed-line and convergent service packages
- Explain billing, tariffs, contracts, campaigns and service features
- Record and follow up on requests in the relevant systems
- Identify and report errors or inconsistencies in internal processes
- Consult manuals, FAQs and support resources to apply procedures correctly
- Attend regular training and complete consolidation and self-assessment exercises
- Meet quality and performance targets and comply with the code of conduct
Candidate profile
- Strong Portuguese communication with clear, professional and positive language
- Active listening, patience, empathy and a customer-focused approach
- Negotiation and effective problem-solving skills
- Confident navigating systems and recording information
- Flexibility, adaptability and ability to handle stress
- Team spirit, responsibility, initiative and willingness to learn
- Results-oriented approach and availability for rotating shifts
Contract conditions
- Location
- Lisbon, Portugal — on-site, Oriente area
- Contract
- 12 months renewable automatically
- Working hours
- 40 hours per week: 8 hours per day plus a 1-hour lunch break
- Schedule
- Rotating shifts between 09:00 and 22:00, Monday to Sunday
- Public holidays
- Portuguese public holidays apply; working on a public holiday entitles you to a compensatory day off, subject to project approval
Training
- 13 working days of intensive training, from 09:00 to 18:00
- Team onboarding, software tools, products and services, customer handling and on-the-job training
- Training agreement signed on the first day; employment contract after successful completion and final selection
- Training is compensated proportionally for participants who complete it successfully, under the training agreement
- No compensation is payable if you leave training early voluntarily; additional training expenses are not reimbursed
Compensation
- Monthly gross base salary: €920
- Holiday allowance: €76.67 per month; Christmas allowance: €76.67 per month, paid in monthly instalments
- Meal allowance: €7 per day on a meal card (€147 in an example of 21 working days)
- Illustrative monthly total: €1,220.33, including base salary, monthly holiday and Christmas allowances and meal allowance; this is not take-home pay and varies with eligible days
- Statutory deductions apply, including 11% social security on contributory remuneration and income tax according to personal circumstances
Benefits
- Private health and dental insurance after signing the employment contract, subject to having a Portuguese tax and social security number
- Meal allowance paid on a meal card
- Holiday and Christmas allowances paid monthly
- Initial training and regular skills development
Why apply
Customer impact
Resolve everyday enquiries and improve the customer experience.
Telecommunications
Develop practical knowledge of mobile, fixed-line and digital services.
ELITYORA support
Receive guidance throughout the recruitment process.