Customer Service Advisor - Portuguese Speaking

THOMAS Professional; Newport; On-site; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Hybrid working

Performance bonus scheme

5% matched pension

Life Insurance

25 days annual leave

Private Medical Healthcare

Employee Assistance Programme

Cycle to Work

Refer a friend scheme

Job summary

THOMAS Professional is recruiting a Customer Service Advisor for a hybrid role based in Newport. You will be the primary contact for the Portuguese market, handling customer service inquiries and claims processing, while delivering excellent service and maintaining strong client relations.

You should be fluent in Portuguese with professional English, capable of solving complex queries, and able to work in a fast-paced, multinational environment.

Qualifications

• Native level fluency in Portuguese and professional fluency in English.
• Experience in customer service roles with focus on handling inquiries and complaints.
• Strong problem-solving and decision-making abilities with attention to SLAs.

Responsibilities

• Provide high-quality Portuguese and English language support to customers, brokers, and insurance companies.
• Record insurance information accurately and manage inquiries within agreed timeframes.
• Maintain professional relationships with lessors and suppliers and ensure compliance with insurance criteria.
• Keep internal diary system updated for case transparency across global teams.
• Investigate and assess claims, gather evidence, and communicate status to customers.

Skills

Portuguese language

English language

Job description

Job Role: Customer Service Advisor (Hybrid)

Location: Newport

Salary: £27,000

Language: Native Portugese speaking

Are you a native Portuguese speaker looking to elevate your career within a global organisation?

Do you pride yourself on providing world class service and solving complex problems?

Are you ready to join a multicultural team where your language skills and professional growth are truly valued?

An international leader in insurance administration for the finance and leasing industry is seeking a Native Portuguese Speaker to join their growing, multicultural team. This role is ideal for a customer centric professional who excels at problem solving and wants to build a career within a supportive, forward thinking global organisation.

Employee Benefits

• Hybrid working
• Performance based bonus scheme, 5% matched pension, and Life Insurance.
• 25 days annual leave (with options to buy or sell) plus enhanced Maternity and Paternity leave.
• Private Medical Healthcare, Employee Assistance Programme, and Cycle to Work scheme.
• A comprehensive performance and development framework to support your career path.
• Active Social Events Committee and a £1,000 refer a friend scheme.

Role Purpose

As a Customer Service Advisor, you will be the primary point of contact for the Portuguese market, handling both customer service enquiries and claims processing. You will ensure a seamless experience by investigating claims, managing communications, and maintaining high standards of service to uphold the company reputation for excellence.

Key Responsibilities

Customer Service Excellence

• Provide high quality support to customers, brokers, and insurance companies in Portuguese and English.
• Accurately record insurance information and manage incoming enquiries within agreed timeframes.
• Maintain professional relationships with lessors and suppliers, ensuring all correspondence meets specific insurance criteria.
• Keep the internal diary system updated to ensure case transparency across the global team.
• Handle complaints and dissatisfaction professionally, following established regulatory policies.

Claims Management

• Investigate and assess claims by gathering necessary evidence and documentation.
• Determine types of loss, evaluate coverage, and set appropriate financial reserves.
• Coordinate equipment repairs or replacements with approved suppliers.
• Proactively notify customers of claim status and any potential delays.
• Identify opportunities for subrogation, contribution, and salvage recovery.

Skills, Knowledge and Experience

• Native level fluency in Portuguese and professional fluency in English (written and verbal).
• A genuine desire to assist clients and resolve complex queries.
• Strong problem solving skills with the ability to analyse facts and make timely decisions.
• Ability to prioritise a busy workload and meet Service Level Agreements.
• Flexible approach to changing priorities and a collaborative team player.
• Previous experience in customer service.

This is a fantastic opportunity to utilise your language skills in a professional, international setting where diversity is celebrated and high performance is rewarded.

As champions of diversity and inclusion in the workplace, THOMAS Professional commit to reviewing applications we receive with complete fairness and equality.

At THOMAS Professional, we are committed to creating an inclusive and accessible recruitment process. If you require any reasonable adjustments during the application or interview process, please let us know, and we’ll be happy to accommodate your needs.

THOMAS Professional is acting as an agency on behalf of the client for this position.