Customer Experience Representative

pluxee; Lisboa; Hybrid; EUR 18.000 - 20.000; Vollzeit

Zusammenfassung

Pluxee is seeking a Customer Experience Representative in Lisbon to deliver an outstanding experience across our B2B2C ecosystem. You will collaborate with Sales, Operations, Finance and Product to manage onboarding, contracts, retention and cross-sell opportunities, while ensuring data quality in the CRM and contributing to process improvements.

Ideal candidates have hands-on experience in customer service, stakeholder interaction, and SaaS platforms.

Qualifikationen

• Experience in Customer Experience, Customer Care, or Customer Support roles.
• Hands-on experience with Salesforce or other CRM tools.
• Structured, proactive and able to manage multiple topics in parallel.

Aufgaben

• Manage interactions with stakeholders on onboarding, contracts, retention and relationship management.
• Handle complex topics, including contract discussions, renewals and cross-sell opportunities.
• Ensure high-quality customer experience aligned with Pluxee’s standards and commercial objectives.

Kenntnisse

Customer Experience

Customer Care

Customer Support

SaaS Platforms

Tools

Salesforce

Jobbeschreibung

At Pluxee, we shape the world of employee benefits and engagement by bringing to life a personalized and sustainable employee experience, at work and beyond.

Permanent Regular

Job Description

The Customer Experience Representative plays a key role in improving and supporting the delivery of a seamless, engaging, and branded experience for clients, consumers, and merchants at the local level. As an individual contributor, this role is responsible for mapping customer journeys, analyzing feedback, identifying improvement opportunities, and supporting the implementation of customer-centric enhancements across teams and processes. The role works closely with local care, product, sales, marketing, and operations functions, while aligning with global customer experience standards. Pluxee is a global player in employee benefits and engagement, operating in 29 countries. We help organizations attract, engage, and retain talent through a broad range of solutions across Meal & Food, Wellbeing, Lifestyle, Reward & Recognition, and Public Benefits.

Powered by leading technology and more than 5,000 engaged team members, Pluxee acts as a trusted partner within a highly interconnected B2B2C ecosystem of over 500,000 clients, 36 million consumers, and 1.7 million merchants.

With more than 45 years of experience, Pluxee is committed to creating a positive and sustainable impact for all stakeholders - from supporting local communities and employee wellbeing at work to protecting the planet.

Your Next Challenge

Pluxee is looking for a Customer Experience Representative to join our Customer Experience team in Portugal and play a key role in delivering an outstanding experience across our B2B2C ecosystem.

This role focuses on managing meaningful interactions with stakeholders, handling topics with higher business and commercial impact such as onboarding, contract topics, retention, and cross-sell opportunities.

You will work closely with internal teams such as Sales, Operations, Finance, and Product, as well as with the Customer Care team ensuring efficient execution of processes while also contributing to the continuous improvement of customer journeys, tools, and ways of working. This is an excellent opportunity for a junior to mid-level profile who wants to grow in a dynamic, customer-centric, and digital environment.

Key Responsibilities

Customer Experience & Stakeholder Management

• Manage interactions with the stakeholders on topics related to customer relationship management, onboarding, and ongoing support.
• Handle more complex or value-driven customer topics, including contract discussions, renewals, and relationship management.
• Ensure a consistent, high-quality customer experience aligned with Pluxee's standards, values, and commercial objectives.

Onboarding, Support & Ticket Management

• Conduct onboarding sessions for stakeholders across Pluxee's product platforms.
• Manage and follow up on tickets, ensuring timely resolution, clear communication, and accurate documentation.
• Perform administrative and back-office activities related to customer requests, contracts, and operational processes.
• Maintain accurate and up-to-date records in Salesforce (CRM), ensuring data quality and traceability.

Outbound Campaigns & Commercial Support

• Participate in outbound campaigns targeting existing stakeholders.
• Support commercial activities such as contract renegotiations, customer retention, and cross-sell initiatives.
• Identify commercial opportunities and potential churn risks during customer interactions, coordinating with Sales when appropriate.

Process Improvement & Continuous Optimization

• Identify recurring issues, inefficiencies, and opportunities to improve processes and customer journeys.
• Proactively suggest improvements to workflows, customer communications, and internal coordination.

Collaboration with Internal Teams

• Work closely with Customer Care, Sales, Operations, Finance, Product, and other internal stakeholders to ensure end-to-end resolution of customer topics.
• Act as a voice of the customer, sharing insights and feedback to support product and process evolution.

You’re a Match If You

• Have experience in Customer Experience, Customer Care, or Customer Support roles.
• Bring solid experience in customer service and direct stakeholder interaction (mandatory).
• Have exposure to commercial topics such as retention, renegotiation, or cross-sell (strong plus).
• Are comfortable working with SaaS platforms and digital products.
• Have hands-on experience with Salesforce or other CRM tools.
• Are structured, proactive, and able to manage multiple topics in parallel.
• Demonstrate critical thinking and a continuous improvement mindset.
• Communicate clearly, professionally, and empathetically.

Salary Range: 18-20k annual

Languages

• Portuguese: Fluent
• English: Intermediate

Location

Lisbon, Portugal

Hybrid working model

Recruitment Process

• Video call with HR Busines