Bilingual Customer Experience Specialist

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

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.