Complaints & Portings Manager

Lyca Mobile Group; Lisboa; Presencial; EUR 30 000 - 40 000; Tempo integral

Resumo da oferta

A telecommunications company in Lisbon is seeking a Complaints & Portability Manager. This role involves processing port-in requests, handling customer complaints, and maintaining communications. Fluency in English and Portuguese and relevant experience in customer service are required. The job offers a fixed-term contract, a monthly salary of €1,000, and excellent personal development opportunities.

Serviços

Food allowance €10.20/day

Opportunity for personal and professional development

Dynamic international team

Qualificações

• 1+ years’ experience in Customer Service, conflict resolution, and complaint handling.
• Proactive, multi-tasking, and result-oriented personality.
• Exceptional communication skills and team player attitude.

Responsabilidades

• Process port-in requests accurately and in a timely manner.
• Document customer complaints ensuring details are captured for investigation.
• Prioritize complaints based on severity and urgency.
• Maintain a comprehensive database of customer complaints and feedback.
• Prepare and present reports on complaint metrics to management.

Conhecimentos

Customer Service

Conflict Resolution

Fluency in English

Fluency in Portuguese

Communication Skills

Proactive Attitude

Formação académica

Relevant education in Business Administration, Communication, or Customer Service

Descrição da oferta de emprego

Overview

Complaints & Portings Manager

Location: Saldanha, Lisbon, Portugal

Company: Lyca Mobile Portugal

Job Type: On-site / Full-time

About Us

Lyca Mobile, a leading multinational telecommunications company, is expanding its team and currently seeking a dynamic Complaints & Portability Manager for Lisbon.

Qualifications

• Relevant education in Business Administration, Communication, or Customer Service;
• 1+ years’ experience in Customer Service, conflict resolution, and complaint handling;
• Fluency in English and Portuguese (spoken and written);
• Proactive, multi-tasking and result-oriented personality;
• Exceptional communication skills and team player attitude.

Responsibilities

• Process port-in requests accurately and in a timely manner;
• Validate porting documents;
• Continuous follow-up and communication with customers/partners;
• Proactively dealing with customer complaints and enquiries ensuring high quality of written responses to queries and formal complaints;
• Receive and document customer complaints, ensuring all relevant details are accurately captured for further investigation;
• Prioritize complaints based on severity, potential impact, and urgency to ensure timely resolutions for critical issues;
• Develop and implement effective resolution strategies for each complaint, including corrective actions and customer follow-ups;
• Maintain a comprehensive database of all customer complaints, resolutions, and feedback to identify trends and areas for improvement;
• Prepare and present regular reports on complaint metrics, resolution effectiveness, and customer satisfaction levels to senior management;
• Coordinate with legal advisors to manage complaints with potential legal ramifications, ensuring compliance with all regulatory requirements and minimizing organizational risk.

What We Offer

• Salary: € 1.000/month + food allowance €10,20/day;
• Full-time from Monday to Friday, 9.30am to 6.30pm;
• Fixed-term employment contract (6 months), with the possibility of renewal;
• Excellent opportunity for personal and professional development;
• Work within a dynamic international team.