Customer Support Advisor with French and English (Remote in Portugal)

About The Role Job Title: Customer Support Advisor – Bilingual French/ English Location: Remote based in Portugal Terms: Permanent Contract / Full-Time 40h weekly Schedule : Monday to Sunday rotation between 08:00 – 21:30 (including Bank Holidays) Salary: €20,000 Gross Annual Salary (inclusive of holidays allowances, paid in 14 installments) 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 brand new partner, a newly founded Irish Ferry company. WHAT YOU'LL BE DOING Handling inbound and outbound calls as well as emails from potential customers. This includes answering general queries about our client, launch timelines, booking go‑live dates, routes, onboard facilities, accessibility and pet travel processes, directing customer to the website for Booking details and pricing updates, future availability, official announcements, collecting under GDPR client details such us name, email, phone number and the nature of the enquiry. Act as the first contact point for all B2B or freight related enquiries. Capture key B2B lead information, including Company name, contact name, Email address, Phone number, Nature of the enquiry (freight, vehicle type, expected start date, etc.) Thriving in a fast-paced environment where multitasking and managing multiple customer interactions is part of your daily routine. 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. Staying informed about current service promotions, company requirements, and any changes to offerings. Consistently meeting and maintaining quality 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. Remaining up to date on all systems, processes, and service-related developments, while actively suggesting areas for improvement. OUR RECRUITMENT PROCESS 30 min Teams interview with the Recruitment Team Language test if applicable to the role 45 min Teams interview with the Hiring Team Your profile To thrive in this role, you should possess the following qualifications and attributes: Communication Skills: Excellent verbal and written communication skills in both French and English are a must. 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. Customer-Focused: A passion for delivering outstanding customer service, with a patient and empathetic approach to solving customer issues. Team Player: Ability to work effectively in a collaborative team environment, sharing knowledge and contributing to collective goals. Problem-Solver: Strong analytical and problem-solving skills, with the ability to think critically and provide effective solutions under pressure. Adaptable: Comfortable working in a fast-paced, evolving environment, and open to learning new technologies and processes. Why us? What you get in return: Fully R emote work based in Portugal €20,000 Gross annual salary (inclusive of holiday allowances, paid in 14 installments) €20 Monthly Internet Allowance €10.46 Meal A llowance per working day Equipment provided Home office allowance Online Gym and Wellbeing Studio. The opportunity for professional growth. Fun company events and team outings. Autonomy and Responsibility OTO1 About us Otonomee is an award-winning Customer Management Outsourcing business delivering scalable, tech-driven, and people-focused solutions. Over the past year, we were proud to win the CCMA Best Employee Engagement Award and to rank number 10 in the Deloitte Fast 50. Through our remote-first operating model, we help organisations optimise customer interactions, reduce costs, and increase efficiency, combining automation and data-driven insight with a strong human focus. Founded in 2020 by Aidan and Hilary O’Shea, Otonomee was created to challenge the traditional “big city, big building” BPO model. Instead, we offer a nimble, bespoke service that isn’t limited by contact-centre capacity. Our flexible approach allows us to scale quickly, respond to seasonal or product-led demand, and support clients wherever their markets take them. Otonomee is built to be better for people, partners, and the planet. We have been a certified B Corp since September 2023 and were recently recognised as an EY Entrepreneur of the Year finalist. In just five years, we have grown to more than 650 employees, representing 55 nationalities across Europe, America and Asia. We work with leading Irish and major US technology and e-commerce brands with complex global needs, supporting them with high-quality, premium customer experiences. At Otonomee, equality, diversity, and inclusion are central to how we operate. We foster a culture of dignity, respect, and openness, where different perspectives are valued and everyone is encouraged to be curious, bold, and heard. Together, we grow.