Backoffice Customer Experience Specialist (PT-EN)

Smartbox Group; Porto; On-site; EUR 20,000 - 28,000; Full time

Job summary

Smartbox Group, Europe’s leading leisure gift provider, seeks a Backoffice Customer Experience Specialist (PT-EN) to support international markets from our Carcavelos office. You will handle written email communications, translate inquiries with AI tools, and draft clear, high-quality responses for B2C and B2B partners.

You will maintain accurate CRM logs (Salesforce), monitor translation quality, and help optimize templates and prompts.

Qualifications

• Strong professional English, written & spoken.
• Analytical mindset with attention to detail.
• Proactive problem-solving in written communication.

Responsibilities

• Interpret and translate inquiries using AI tools and draft high-quality responses.
• Manage email and ticket workflows for customers and partners.
• Assist users with orders, exchanges, and self-service solutions.
• Monitor translation quality and tailor responses to the right tone.
• Maintain precise CRM logs (Salesforce) and support KPIs.

Skills

English proficiency

Analytical thinking

Problem solving

Adaptability

Tools

Salesforce

ChatGPT

DeepL

Job description

At Smartbox Group, we believe life is meant to be lived, not just owned. As Europe’s leading leisure gift provider with over 180,000 unique experiences (including Stays, Wellness, Adventure, and Gastronomy), we help millions transform their free time into unforgettable memories.

Present in 10 countries with a team of 700+ people and 40,000+ partners, we aren't just building a workplace, we’re cultivating a movement. In our vibrant Carcavelos office, we empower our team to take ownership, leverage cutting-edge technology, and grow. If you're ready to combine human empathy with smart tech in a fast-paced, multicultural team, your next adventure starts here!

The Role

As a Backoffice Customer Experience Specialist (PT-EN), you will bridge human empathy and smart technology to support our international markets. Utilizing advanced translation and assistance tools, you will handle written communication (email) to deliver clear, accurate, and high-quality solutions to both B2C customers and B2B partners across various European regions—without needing to speak their native languages.

What You’ll Do:

• Tech-Driven Communication: Use translation and workflow tools to accurately interpret incoming email inquiries in foreign languages (e.g., Dutch, German, French, Danish or Spanish) and draft natural, high-quality responses.
• Email & Ticket Management: Efficiently resolve written inquiries, requests, and complaints for customers and partners, maintaining high satisfaction and fast response times.
• Drive Partner & Customer Value: Assist users with orders, exchanges, and self-service solutions, while guiding hotel, restaurant, and activity partners through operational queries.
• Refine & Optimize: Monitor translation accuracy, adapt responses to convey the right tone, and contribute feedback to improve team AI prompts and templates.
• Collaborate & Achieve: Maintain precise CRM logs (e.g., Salesforce) and work closely with your team to meet quality and efficiency KPIs.

What We’re Looking For:

• Language Skills: Strong Professional English (written & spoken).
• AI & Tech Tech-Savviness: High comfort level using AI tools (ChatGPT, DeepL, or enterprise translation platforms) alongside CRM software (Salesforce).
• Strong Written & Analytical Skills: Sharp eye for detail to evaluate translated text, ensure accurate context, and craft professional written responses.
• Problem-Solver: Proactive, organized, and logical thinker who can quickly troubleshoot issues in a written environment.
• Adaptability & Curiosity: Enthusiastic about adopting new technology, learning efficient workflows, and working in a fast-paced team.