Bilingual Customer Service Representative (Portuguese)

Infosys BPM Philippines; Philippines; On-site; PHP 360,000 - 480,000; Full time

Job summary

Infosys BPM Philippines is hiring a Portuguese-speaking customer support ambassador to handle calls, emails, and chat interactions. You will research issues, educate clients on products and services, and use multiple systems to resolve inquiries while maintaining product knowledge.

Role requires 1 year of customer-facing work for foreign applicants or 1 year BPO experience for locals, with English as a secondary language. Night shifts, weekend shifts, and on-site work at BGC Taguig are expected.

Qualifications

• Bachelor's degree or undergraduate candidates welcome.
• Fluent in speaking, reading, and writing Portuguese.
• English as a secondary language.
• 1 year of customer-facing work experience for foreign applicants; 1 year BPO experience for local applicants.

Responsibilities

• Provide customer support primarily via calls; email and chat when required.
• Conduct research to resolve issues and educate clients on products and services.
• Utilize multiple applications and systems to support inquiries and service requests.
• Maintain knowledge of financial and banking products to assist customers.
• Adhere to company policies, regulatory guidelines, and SOPs; meet KPIs and SLAs.
• Follow defined processes and perform additional duties as required.

Skills

Portuguese fluency

Customer service

Attention to detail

Problem solving

English proficiency

Education

Bachelor's degree or higher

Job description

Be a #KaInfoscion and become an ambassador of our core values - CLIFE+S; Client Value, Leadership by Example, Integrity and Transparency, Fairness, Excellence and Stewardship.

Overview of the role but not limited to:

• Provide customer support primarily through calls, and when required, through email and chat channels, while ensuring timely and accurate resolution of customer concerns.
• Conduct research and due diligence to resolve customer issues, educate clients on products and services, and identify opportunities to address customer needs.
• Utilize multiple applications and systems efficiently to support customer inquiries and service requests.
• Maintain knowledge of financial and banking products and services to effectively assist customers.
• Adhere to all company policies, client requirements, regulatory guidelines, and standard operating procedures.
• Meet program-specific Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) to support client satisfaction and operational excellence.
• Follow established processes, policies, and procedures in the execution of daily tasks.
• Perform additional duties and responsibilities as assigned based on business requirements.

Requirements:

• Graduate of any degree; undergraduates are also encouraged to apply.
• Must be fluent in speaking, reading, and writing Portuguese.
• For foreign applicants: At least 1 year of customer-facing work experience from any industry.
• For local applicants: At least 1 year of BPO experience as a Portuguese-speaking representative.
• Customer Service experience is an advantage but not required.
• Conversant in English as a secondary language.
• Good attention to detail and strong problem-solving skills.
• With no issues and concerns reporting onsite 100% in BGC, Taguig. Candidates who live near our offices will have better advantages.
• With no issues and concerns working on night shifts, shifting schedules, split-offs as necessary, and on holidays and weekends.

Our office is located at 19F BGC Corporate Centre, 11th Avenue cor. 30th Street Fort Bonifacio, Taguig City, Philippines.

We value Diversity, Equity, and Belongingness and is committed to the principles of being an equal employment employer. Therefore, Infosys complies with all applicable laws prohibiting discrimination or harassment against any applicant or employee. This prohibition includes without limitation discrimination or harassment based on color, gender, national origin, religion, creed, disability, covered veteran status, genetic information, sexual orientation, gender identity, pregnancy, childbirth or related medical conditions, marital status, citizenship status, ancestry, and any other personal characteristic protected by applicable law. This also applies to all personnel actions, including but not limited to recruitment, hiring, placement, promotion, transfer, separation, compensation, benefits, training, and education.