Customer Experience Representative

PLUXEE PORTUGAL UNIPESSOAL LDA; Lisboa; Hybrid; EUR 18,000 - 20,000; Full time

Job summary

Pluxee in Lisbon, Portugal is seeking a Customer Experience Representative to join our Customer Experience team. You will manage interactions with stakeholders, handle onboarding and ongoing support, and align with our standards across the B2B2C ecosystem.

This role focuses on contract discussions, renewals, retention, and cross-sell opportunities, working with Sales, Operations, Finance, Product, and Customer Care to ensure end-to-end resolution and data quality in Salesforce.

Qualifications

• Experience in Customer Experience, Customer Care, or Customer Support roles.
• Direct stakeholder interaction experience is mandatory.
• Exposure to commercial topics like retention, renegotiation, or cross-sell is a plus.
• Familiarity with SaaS platforms and CRM tools such as Salesforce.

Responsibilities

• Manage interactions with stakeholders on onboarding and ongoing support.
• Handle contract discussions, renewals, and relationship management.
• Ensure high-quality customer experience aligned with Pluxee standards.

Skills

Customer service

Stakeholder interaction

SaaS platforms

CRM tools

Tools

Salesforce

Job description

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

• 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.
• 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.
• 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.
• Identify recurring issues, inefficiencies, and opportunities to improve processes and customer journeys.
• Proactively suggest improvements to workflows, customer communications, and internal coordination.
• 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 Business Partner
• Video call or face‑to‑face interview with CX Manager
• Video call or face‑to‑face with Country Managing Director

Your Team

Customer Experience Team

Reporting to: CX Manager

Our Commitment to Inclusion

At Pluxee, we are committed to building an inclusive workplace where everyone feels valued, respected, and empowered to succeed. We welcome applications from all backgrounds and experiences and are proud to be an equal opportunity employer.

Why join Pluxee?

Join an inclusive team Work at the heart of the community alongside 5,000 experts across 29 countries - we embrace diversity and value uniqueness, fostering a workplace where everyone can thrive.

Turn inspiration into possibility Get space to try new ideas, experiment and move the world of work forward as you bring new digital experiences - and moments of connection - to millions of people.

Make a positive impact Touch millions of lives and create meaningful change for people and the world we share, supporting our commitments to diversity, sustainability, and local economies.

Grow with us Get support you need to take meaningful steps in your career, whether you're performing your work/life balance or learning new skills.