Portuguese Customer Service Advisor

Portuguese Customer Service Advisor

Altrincham

25,500 & 10% Bonus

Hybrid - 2 days in the office

Are you fluent in Portuguese ? Do you enjoy dealing with customers and problem solving?

Role Purpose of this Customer Service Advisor:

You will be responsible for handling and resolving customer complaints efficiently and professionally, ensuring a high level of customer satisfaction. The role requires excellent communication skills, problem-solving abilities, and a strong customer-focused approach to maintain and enhance the reputation of the company

Key Responsibilities of this Customer Service Advisor:

• Handling Complaints for the Portuguese and UK market
• Investigation & Resolution: Conduct thorough investigations into complaints and escalation, gathering relevant information and liaising with internal departments to reach fair and appropriate outcomes.
• Customer Communication: Maintain clear, professional, and empathetic communication with customers throughout the process, keeping them informed of progress and resolutions.

Skills & Experience Required for the Portuguese Customer Service Advisor:

• Customer Service Expertise: Strong background in customer service, with experience handling complaints and conflict resolution.
• Excellent Communication: Outstanding written and verbal communication skills across multiple channels, including voice, email, and live chat, with the ability to handle difficult conversations professionally and empathetically.
• Problem-Solving Abilities: Analytical mindset with the ability to assess situations, identify root causes, and implement effective solutions.
• Attention to Detail: Strong accuracy and diligence in documenting customer interactions and resolutions.
• Resilience & Adaptability: Ability to remain calm under pressure, handle challenging situations, and adapt to a fast-paced environment.
• Time Management: Strong organisational skills with the ability to prioritize workload and manage multiple complaints simultaneously.
• Tech-Savvy: Proficiency in using CRM systems, email, and chat support tools to manage customer interactions effectively.
• Regulatory Awareness: Understanding of industry regulations, data protection laws, and consumer rights is advantageous.
• Team Player: Ability to collaborate with colleagues and contribute to a positive team environment.
• Financial Services Background: Ideally, candidates will have experience in a financial services environment, providing them with an understanding of industry regulations and customer expectations.

Key Performance Indicators (KPIs):

• Complaint resolution timeframes and effectiveness
• Customer satisfaction and Net Promoter Score (NPS) related to complaints handling
• Accuracy of complaint documentation and compliance with regulatory requirements
• Reduction in repeat complaints through effective root cause resolution

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