Multilingual Czech Customer Service Representative – Order Fulfillment & Escalation Specialist – Lisbon, Portugal

About brighthush

brighthush is a global leader in customer experience and business process outsourcing, serving some of the world’s most respected consumer electronics brands. With a workforce of over 50,000 professionals across six continents, we empower businesses to deliver seamless, personalized service that turns first‑time buyers into lifelong advocates. Our Lisbon hub is a vibrant, multicultural environment where innovation meets tradition, and where every team member has the opportunity to shape the future of customer service.

Why Lisbon?

Lisbon, Portugal’s iconic coastal capital, offers a unique blend of historic charm and modern dynamism. From the panoramic views of São Jorge Castle to the bustling markets of the Alfama district, the city is a living laboratory for creativity and resilience. Working in Lisbon means enjoying a high quality of life, a thriving tech scene, and the chance to immerse yourself in a culture that values community, hospitality, and a healthy work‑life balance.

Role Overview

As a Multilingual Czech Customer Service Representative at brighthush, you will be the frontline guardian of our customers’ journey. Your primary mission is to resolve complex order‑related issues—ranging from fulfillment delays to RMA processing—within strict timeframes, ensuring that every customer interaction ends with satisfaction and trust. You will collaborate closely with cross‑functional partners, leverage advanced SAP tools, and drive continuous improvement in our back‑office processes.

Key Responsibilities

• Escalation Management: Receive and triage escalated tickets from customer‑facing teams, applying analytical rigor to diagnose root causes and recommend actionable solutions.
• Order Fulfillment Oversight: Monitor the entire order lifecycle—from induction to delivery—identifying bottlenecks and coordinating with logistics, inventory, and quality assurance teams.
• RMA & Returns Processing: Execute return merchandise authorization (RMA) procedures, ensuring accurate documentation and timely resolution for both customers and partners.
• Partner Liaison: Act as the primary point of contact for external vendors and suppliers, negotiating resolutions that protect customer interests while maintaining strong business relationships.
• Customer Outreach: Conduct proactive phone and email outreach to keep customers informed, manage expectations, and rebuild trust after service disruptions.
• Data Integrity & SAP Operations: Perform meticulous data entry and updates in SAP, adhering to KBase protocols and ensuring audit‑ready records.
• Continuous Improvement: Analyze recurring issues, contribute to root‑cause analysis, and propose process enhancements that reduce escalation volume.
• Performance Metrics: Track and report on key performance indicators (KPIs) such as resolution time, customer satisfaction scores, and first‑contact resolution rates.
• Flexibility & Overtime: Adapt to fluctuating order volumes, occasionally working beyond standard hours to meet business demands.

Essential Qualifications

• Fluent in Czech (both written and spoken) and proficient in English.
• Demonstrated ability to work efficiently under pressure, meeting tight deadlines without compromising quality.
• Strong decision‑making skills with minimal supervision—capable of owning complex issues from start to finish.
• Exceptional attention to detail and a customer‑centric mindset.
• Proactive problem‑solving aptitude, with a track record of delivering innovative solutions.
• Willingness to embrace flexibility, including occasional overtime, to support peak periods.
• Experience in a fast‑paced, high‑volume customer service environment is highly desirable.

Preferred Qualifications

• Prior exposure to SAP or similar ERP systems; training will be provided if needed.
• Background in retail back‑office operations, order management, or logistics.
• Knowledge of consumer electronics product lines and industry best practices.
• Experience working in a multicultural, international team.
• Certifications in customer service excellence or process improvement (e.g., Six Sigma).

Skills & Competencies

• Communication: Clear, concise, and empathetic communication across multiple channels (phone, email, chat).
• Analytical Thinking: Ability to dissect complex problems, identify root causes, and propose effective solutions.
• Technical Proficiency: Comfortable navigating SAP, CRM systems, and Microsoft Office Suite.
• Time Management: Prioritize tasks, manage competing deadlines, and maintain high productivity.
• Collaboration: Work seamlessly with cross‑functional teams—logistics, quality, finance, and vendor management.
• Adaptability: Thrive in a dynamic environment, quickly adjusting to new processes or shifting priorities.
• Customer Advocacy: Champion the customer’s voice, ensuring their concerns are heard and resolved.

Career Growth & Learning Opportunities

At brighthush, we believe that professional development is a shared journey. As a Czech Customer Service Representative, you will have access to:

• Structured onboarding and continuous training programs covering SAP, product knowledge, and customer service best practices.
• Mentorship from senior team members and cross‑departmental leaders.
• Opportunities to transition into specialized roles such as Process Improvement Analyst, Customer Experience Manager, or SAP Functional Consultant.
• Internal mobility across our global hubs, enabling you to broaden your skill set and cultural exposure.
• Participation in innovation workshops and hackathons that shape the future of customer experience.

Work Environment & Company Culture

brighthush fosters a culture of inclusivity, transparency, and continuous learning. Our Lisbon office is a collaborative space where ideas flow freely, and every voice is valued. We celebrate diversity through regular cultural events, language exchange sessions, and community outreach initiatives. Our open‑door policy encourages employees to share feedback and contribute to strategic decisions.

Compensation & Benefits

While specific figures vary by role and experience, brighthush offers a competitive salary package that includes:

• Base salary commensurate with market standards for multilingual customer service roles.
• Performance‑based bonus structure tied to individual and team KPIs.
• Full‑time employment (40 hours per week) with a flexible work‑from‑home option.
• 22 paid holidays per year, plus public holidays in Portugal.
• Tax‑free meal card valued at €6 per working day.
• Comprehensive health and dental insurance plans.
• Professional development stipend and access to online learning platforms.
• Employee wellness programs, including gym memberships and mental health resources.

Why Join brighthush?

By joining brighthush, you become part of a global community that is redefining customer experience. You’ll work with cutting‑edge technology, collaborate with talented professionals from around the world, and have the chance to make a tangible impact on millions of customers. Your expertise will help shape the future of retail back‑office operations, and your growth will be supported by a robust learning ecosystem.

Ready to Make a Difference?

If you are a proactive, detail‑oriented professional who thrives in a fast‑paced, multilingual environment, we invite you to apply. Bring your passion for customer service, your analytical mindset, and your commitment to excellence to brighthush, and help us deliver unforgettable experiences to customers worldwide.