Customer Service Agent

1GLOBAL is a technology-driven global mobile communications provider dedicated to empowering enterprises worldwide to unlock the full growth potential of mobile connectivity. With a best-in-class telecom technology platform, a comprehensive suite of globally viable regulatory licenses, and privileged access to the telecom wholesale market, 1GLOBAL is uniquely positioned to deliver seamless compliance and connectivity solutions. Serving the world’s leading banks, corporations, and digital-first businesses—including neo-banks, travel companies, and payment service providers—1GLOBAL connects over 43 million devices globally.

 
With 2024 full-year revenue exceeding US$100 million and in line to exceed US$200 million in FY25, 1GLOBAL is a profitable business generating significant cash flows to fund its ongoing investments in infrastructure, transformation, and growth. 2024 saw major client wins and marked 1GLOBAL’s evolution from a multi-market telecommunication provider to a global technology-driven mobile connectivity powerhouse.

 
Established in 2022 by experienced tech founders and entrepreneurs Hakan Koç and Pyrros Koussios, 1GLOBAL is a European technology leader driving digital transformation in the global telecommunications market. It operates as a fully regulated Mobile Virtual Network Operator (“MVNO”) in ten countries and as a regulated telecommunications operator in an additional 31 countries. Headquartered in the Netherlands, with world-class R&D hubs in Lisbon, Berlin, and São Paulo, 1GLOBAL employs over 450 experts across 15 countries.

Position Overview

B2B Customer Services agents play a critical role in ensuring the successful, end-to-end resolution of customer issues, particularly at higher levels of complexity and facing our Enterprise and Compliance clients.

The ideal candidate is a strong communicator, fast learner, and a sharp detective when it comes to identifying and addressing root causes of customer concerns – and solving them. In this role you will be required to work closely with the two support lines within customer services and act as a bridge between them. We’re looking for someone who can work autonomously (while being a team player), waits for no one when it comes to learning, and thrives in environments of constant change.

Key Responsibilities

• Acting as first line support to our corporate customers – aiming to solve their technical queries by phone and email
• Work complex customer enquiries end-to-end, supporting the second line of Customer Services’ support
• Tracking, collating and responding to customer issues within agreed timescales
• Escalating and liaising with our Technical Support (TS) in Portugal for more complicated cases
• Working closely with Service Account Managers to help develop, grow and retain customer accounts

Requirements

• Thorough working knowledge of Microsoft Office, ticketing systems and customer service procedures.
• Knowledge of mobile telecommunications - phones, calls, SMS, data
• Professional telephone manner and call management skills.
• Excellent written and verbal English skills – able to take technical information and translate into easily understandable language for customers.
• Exceptional customer relationship management skills – including handling complaints effectively.
• Good teamwork, organizational and time management skills – you will be working directly with teams from different countries and time zones.
• Excellent analytical and problem-solving skills.
• Good attention to detail and the ability to understand and follow technical processes accurately.
• You may have gained this experience by working, for example, in Helpdesk, Customer Service or Call Centre roles; Mobile Handset support roles; the Telecoms sector: both GSM and VoIP.

Benefits

What we offer?

• CLT contract — enjoy job stability and reliable benefits that value your work
• Quarterly performance bonuses to reward your hard work and achievements
• Meal allowance paid into Caju card — R$100 per working day
• Health insurance with SulAmérica — 50% covered by the company
• Extended parental leave - 180 days of maternity leave and 20 days of paternity leave.
• Daycare allowance provided to mothers with children under 3 years old — R$500 per month per child
• Kickstart your journey with an exciting welcome onboarding trip to one of our European offices (Lisbon or Berlin)!
  

Why 1GLOBAL?

• Growth Opportunities: Advance your career in one of the fastest growing telecommunications companies, expanding over 100% year-on-year under the leadership of successful tech entrepreneurs.
• Major Transaction Exposure: Be in the driver’s seat for transactions that will have an impact on the future telco industry.
• Work with a Talented Team: From the Board and the Founders to the Senior Management Team, you will collaborate daily with the most capable and renowned external advisors, and constantly being exposed to talented and driven individuals.
• Dynamic Work Environment: Thrive in a collaborative, fast-paced workplace where innovation is encouraged, and every contribution counts.
• Professional Development: Work alongside industry experts to enhance your skills and knowledge in a cutting-edge field.
• International Experience: Gain opportunities to work in different 1GLOBAL offices around the world as you grow within the company.
• Open Communication Culture: Join a team where your ideas are heard, and open dialogue is encouraged, fostering a supportive and transparent work environment.
• Get Things Done Attitude: Be part of a results-driven team that values efficiency, creativity, and the drive to make a tangible impact in the industry.

1GLOBAL is an equal opportunity employer, we value your character as much as your talent. Diversity drives our innovation, and we offer a collaborative, dynamic, and international work environment. We are excited for you to join our mission to revolutionise connectivity globally.