Customer Service Executive

About the role

Bamboohr is seeking a Customer Service Executive to join their growing team in Carcavelos. This full-time role centers on managing customer interactions and ensuring each client receives prompt, helpful support. The executive will handle a wide range of inquiries, address concerns, and work to build lasting positive relationships with Bamboohr customers. This position plays a vital part in upholding the company's reputation for reliable service and offers the chance to grow within a dedicated customer-focused organization.

Key facts

What you'll do

• Respond to customer questions received by phone, email, and live chat channels throughout each business day
• Resolve customer complaints and service issues with professionalism, empathy, and a focus on timely resolution
• Provide accurate and detailed information about Bamboohr products, services, and current offerings to all clients
• Record all customer interactions, notes, and updates accurately within the company's internal tracking and logging system
• Coordinate with other departments and team members to find effective solutions for complex customer requests
• Follow up with customers to confirm their issues have been fully resolved and they are satisfied
• Stay informed about Bamboohr policies, procedures, product updates, and service changes to assist customers accurately
• Escalate unresolved or difficult cases to senior team members for further review and appropriate action
• Contribute constructive ideas for improving customer service workflows, response times, and overall team efficiency
• Meet individual and team targets related to response speed, resolution rates, and customer satisfaction scores
• Support the onboarding and training of new customer service team members by sharing knowledge and guidance
• Attend regular team meetings to review performance metrics, discuss ongoing goals, and align on priorities
• Maintain a positive and professional demeanor during all customer interactions, including challenging or high-pressure situations
• Identify opportunities to upsell or recommend additional Bamboohr products and services when appropriate and relevant

Requirements

• Prior experience working in a customer service or client-facing environment is strongly expected for this role
• Excellent written and verbal communication skills in English are required and will be assessed during hiring
• Ability to manage several customer conversations at the same time without losing focus or quality
• Comfortable using standard computer applications and common office software on a daily and consistent basis
• A high school diploma or recognized equivalent qualification is the minimum educational requirement for applicants
• Demonstrated patience and a calm, respectful approach when handling frustrated, upset, or demanding customers
• Willingness to work within a structured team setting and consistently follow established company procedures
• Strong organizational skills and careful attention to detail are essential for maintaining accuracy in this role
• Capacity to adapt to changing priorities and shifting workloads within a fast-paced customer service environment
• A genuine interest in helping others and delivering a consistently positive customer experience is important

Nice to have

• Prior experience working in a technology or consumer products company is considered a strong advantage
• Familiarity with customer relationship management platforms and ticketing systems is highly valued by the team
• Knowledge of a second language beyond English can be a significant professional and practical advantage
• Prior exposure to quality assurance or customer feedback collection processes is always helpful and relevant
• Experience with performance tracking and reporting tools can contribute to the team's continuous improvement efforts

Skills & tools

• Customer relationship management software platforms for tracking and organizing all customer interactions efficiently
• Standard office productivity and collaboration applications for daily task management and document creation
• Telephone systems and email communication tools used for direct and timely customer contact
• Internal ticketing and case tracking platforms for logging, managing, and resolving customer issues
• Data entry and record-keeping applications for maintaining accurate and up-to-date customer files
• Basic internet navigation and file management tools for general workplace productivity and communication
• Internal knowledge bases and FAQ documents for quick reference during customer conversations

Practical notes

• This position is based at the Bamboohr office located in Carcavelos, Portugal, and requires in-person attendance
• Full-time hours apply with a standard business schedule running from Monday to Friday each week
• This is an in-person role requiring regular physical presence at the Carcavelos office location daily
• Applications should be submitted through the official Bamboohr careers website or the designated online portal
• The hiring process may include multiple interview rounds, a skills assessment, and reference checks
• Employees at Bamboohr in Carcavelos may be eligible for additional benefits and team development programs