Job Description

Job Title: Service Desk Agent
Process: Supplies Helpdesk/ Outbound
Sub-Process: Supplies and Asset Management
Language: English, Spanish
Location: Lisbon
Country: Portugal

Minimum of 4+ years experience

  • Act as the primary country contact for customers on all escalations.
  • Handle phone calls/emails and deal with them promptly, efficiently and with empathy to ensure a positive experience for our customers.
  • Invite customers to participate in telephone problem resolution using available tools to diagnose and resolve technical problems.
  • Facilitate or escalate customer issues and complaints, both internally and externally.
  • Co-ordinate all consumable calls in order to enable dispatch of Client & Multi-vendor consumables to customers.
  • Co-ordinate all Break/Fix calls in order to enable dispatch of Client & Multi-vendor engineers to customers.
  • Liaise with Various Helpdesks, Client and Third-Party Service Providers escalating through these avenues to close.
  • Flexibility to take on additional tasks as directed by Team Lead.
  • Validate Customer details and requirements on data entry, categorize and deal with appropriately.
  • Maintain accurate database information.
  • Obtain call closures details on all dispatched calls.


  • High School Diploma / (GED) / Secondary School GCSE or equivalent Leaving Certificate

Candidate Background: Skills, Knowledge & Ability:

  • Knowledge of Computers and basic understanding of Networks, with an excellent knowledge of MS Office
  • Working knowledge of a customer focused environment.
  • Experience of corporate operations helpful but not essential
  • Proven record of delivery of excellent customer service with a minimum 6 months experience in multi-cultural customer service Call Centre environment
  • Effective interactive skills and ability to work as part of a team
  • Able to control interactions with customers using persuasion and influencing skills
  • Aptitude for understanding and solving problems in a methodical and logical manner
  • Willing to assume responsibility for customer problems
  • Able to maintain and project a helpful and courteous attitude in any circumstances
  • Resilient under pressure and adaptable to unseen work demands
  • Flexible attitude towards working patterns including early starts, & Bank Holidays

Language Skills:

  • Professional fluency required
  • English
  • Spanish