Customer Care Agent (Alverca Do Ribatejo)

InPost España; Lisboa; In loco; EUR 18.000 - 26.000; Tempo pieno

Descrizione del lavoro

InPost seeks a Customer Care Contact Center agent to be the main touchpoint between the company, end users, and private senders. You will handle inquiries, complaints, and after-sales requests across phone, email, and portals, delivering excellent service and contributing to Customer Care objectives.

With at least 2 years in a similar role and fluency in English and Portuguese, you will resolve issues, analyze feedback, and support Trustpilot reviews while helping to expand InPost's Iberian

Competenze

• At least 2 years of experience in a customer service role.
• Fluency in English and Portuguese for calls and written comms.
• Strong listening, communication and conflict-resolution skills.
• Good knowledge of Excel and ability to manage multiple inquiries.

Mansioni

• Provide telephone-based customer service in a welcoming and professional manner.
• Manage and respond to complaints via email and Complaints Portal.
• Provide accurate shipment status information and tracking.
• Handle after-sales service requests by email.
• Collect and analyze customer complaints to identify recurring issues.
• Share recurring incidents with internal teams to drive improvements.
• Manage and respond to customer reviews on Trustpilot.
• Support Locker incidents and coordinate with other departments.

Conoscenze

English

Portuguese

Excel

Customer service

Descrizione del lavoro

Everything you are looking for and more

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.

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.