Bilingual Customer Care Specialist (English/Portuguese)

In Post; Lisboa; On-site; EUR 12,000 - 18,000; Full time

Job summary

InPost Lisboa is seeking a Customer Care Contact Center agent to be the main contact between customers, end users, and private senders, delivering excellent service across channels. The role emphasizes empathy, accuracy, and proactive problem solving in a fast-paced logistics setting.

You will handle inquiries, complaints, and after‑sales requests, collaborate with cross‑functional teams, and contribute to continuous improvement activities while upholding InPost’s service standards.

Qualifications

• Minimum 2 years’ experience in customer service and telephony.
• Proficiency in English and Portuguese to handle calls.
• Strong customer orientation with excellent listening and communication skills.
• Ability to manage complaints professionally and prioritize tasks.
• Proficient in Excel and data analysis.
• Ability to analyze information and provide solutions.

Responsibilities

• Provide telephone-based customer service with a welcoming, patient, and professional approach.
• Manage and respond to customer complaints 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.

Skills

Customer service

Telephone handling

English

Portuguese

Communication skills

Conflict resolution

Analytical thinking

Organizational skills

Teamwork

Tools

Excel

Complaints Portal

Trustpilot

Job description

The Customer Care Contact Center will act as the main point of contact between the company, end users, and private senders. This role is responsible for delivering excellent customer service by managing inquiries, complaints, and after‑sales requests through different communication channels, ensuring a positive customer experience and contributing to the achievement of customer care department objectives. What responsibilities and objectives will you have?

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. Well, what will the requirements be?

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. What We Offer

The opportunity to contribute directly to the expansion of InPost's smart locker network across Iberia. A role with significant autonomy and visibility within the commercial organization. Collaboration with cross‑functional teams and exposure to key strategic partners. A dynamic, growing environment where your impact is measurable and recognised.

Why join us?

At InPost, you will play a key role in shaping how millions of customers interact with last‑mile delivery solutions. You will work in a fast‑growing, innovative environment where your contributions directly support the company's expansion and market presence. Our culture is built around five key behaviours, driven by a strong "Go Go Go" mindset focused on speed and determination.

CHAMPION THE CUSTOMER:

We put the customer at the center of everything we do and strive to exceed expectations.

OWN IT:

We take responsibility, act with initiative, and proactively drive solutions.

DARE TO DISRUPT:

We embrace innovation, ambition, and continuous learning to grow and improve together.

MAKE IT HAPPEN:

We adapt quickly, learn constantly, and move forward with Smart execution.

WIN TOGETHER:

We achieve great results through collaboration, recognition, and a shared winning mindset. Inclusive Culture

InPost has an Equal Opportunities Plan that promotes equality at all levels. We aim for equality in the company's workplaces, focused on promotion, as well as gender equality, diversity, equity and inclusion of people regardless of their abilities and conditions.