Bilingual Customer Care Agent (English/Portuguese)

InPost España; Lisboa; Presencial; EUR 24 000 - 32 000; Tempo integral

Resumo da oferta

InPost España is seeking a Customer Care Agent to act as the main contact point between customers and the company in Iberia. You will handle inquiries, complaints, and after-sales requests via phone, email, and portals, delivering excellent service to ensure a positive experience.

The role requires at least 2 years in customer service, fluent English and Portuguese, strong communication skills, and the ability to analyze information and manage multiple tasks.

Qualificações

• At least 2 years of experience in a similar customer service and telephony role.
• English and Portuguese proficiency required to attend customer calls.
• Strong customer orientation with excellent listening and communication skills.
• Ability to manage complaints and conflict situations professionally and effectively.
• Patient, courteous, and polite telephone manner (a smile is heard on the phone).
• Ability to analyze information, synthesize feedback, and prioritize tasks.
• Strong organizational skills and ability to manage call waiting times.
• Team player with a proactive and resolute attitude.
• Good knowledge of Excel.
• Higher level of commitment.

Responsabilidades

• Provide telephone-based customer service, ensuring a welcoming, patient, and professional approach at all times.
• Manage and respond to customer complaints received by e-mail and Complaints Portal.
• Provide accurate information regarding shipment status and logistical tracking.
• Respond to after-sales service requests received by e-mail.
• Collect, register, and analyze customer complaints to identify recurring issues.
• Share information about recurring incidents with other internal departments to support continuous improvement.
• Manage and respond to customer reviews and feedback on Trustpilot.
• Manage and support Lockers incidents and report to other departments.

Conhecimentos

Customer service

Telephony

English

Portuguese

Communication

Team player

Ferramentas

Excel

Descrição da oferta de emprego

InPost España is seeking a Customer Care Agent to act as the main contact point between customers and the company in Iberia. You will handle inquiries, complaints, and after-sales requests via phone, email, and portals, delivering excellent service to ensure a positive experience.

The role requires at least 2 years in customer service, fluent English and Portuguese, strong communication skills, and the ability to analyze information and manage multiple tasks.