Portuguese Customer Support Specialist

CB Talents; Covilhã; On-site; EUR 10,000 - 14,000; Full time

Benefits offered by this job

Private health insurance

Paid training program

12-month renewable contract

Job summary

A CB Talents apresenta uma oportunidade para um Customer Support Specialist em Covilhã, integrar equipas de atendimento de uma operadora líder em Portugal. Vai atuar como ponto de contacto direto com clientes via telefone, chat e e-mail, fornecendo respostas claras, empáticas e eficientes para questões técnicas, comerciais e contratuais.

A função envolve gerir chamadas de clientes, informar sobre faturas, tarifas e contratos, registar pedidos em sistemas internos e contribuir para a melhoria de

Qualifications

• Comunicação clara, empática e orientada para o cliente.
• Capacidade de manter a calma em situações de elevada pressão.
• Fluência em Português (falado e escrito) de alto nível.

Responsibilities

• Atender chamadas de clientes sobre serviços móveis, fixos e pacotes integrados.
• Informar sobre faturas, tarifas, contratos e campanhas promocionais.
• Registar, acompanhar e gerir pedidos de clientes nos sistemas internos.
• Identificar erros operacionais e sugerir melhorias de processos.
• Seguir manuais, FAQs e bases de dados internas conforme procedimentos.
• Participar em formação contínua sobre produtos, processos e competências.
• Cumprir padrões de qualidade, KPIs e código de conduta.

Skills

Active listening

Português fluente

Comunicação empática

Gestão de stress

Job description

• Start Date: October 26th
• Location: Covilhã, Portugal
• Language Required: Portuguese (Native or C1/C2 Fluent)
• Contract Type: 12-Month Renewable Contract (Permanent contract option after 2 years)
• Work Schedule: Full-Time | 40 hours/week | 8-hour daily shifts (9:00 AM – 10:00 PM, Monday–Sunday, rotating shifts)

About the Role

Join us as a Customer Support Specialist forone of Portugal's leading telecommunications operators. You will serve as the primary direct touchpoint for customers via line, delivering exceptional service across mobile, fixed-line, and convergent package offerings.
Your main mission is to provide clear, empathetic, and effective solutions for technical, commercial, and contractual requests, directly influencing customer retention, loyalty, and satisfaction.

Key Responsibilities

• Handle inbound calls concerning mobile, fixed, and integrated package services.
  
• Address inquiries regarding billing, tariffs, contracts, promotional campaigns, and feature details.
  
• Log, track, and manage customer requests accurately within internal systems.
  
• Identify and escape operational errors or workflow inconsistencies to help improve processes.
  
• Reference manuals, FAQs, and internal databases to ensure compliance with official procedures.
  
• Participate in continuous training programs covering products, processes, and soft skills.
  
• Meet quality standards, key performance indicators (KPIs), and maintain strict compliance with the code of conduct.
  

What We Are Looking For

• Communication & Personal Strengths: Empathetic, optimistic, self-motivated, honest, and approachable with a strong desire to help others.
  
• Adaptability & Resilience: Able to handle change, navigate stress, manage personal emotions, and adapt to diverse customer profiles.
  
• Technical & Soft Skills:
  
  • Strong active listening skills and positive communication style.
    
  • Fluent, confident, and professional Portuguese language skills (spoken and written).
    
  • Quick adaptability to navigate multiple computer software systems and record data efficiently.
    
  • Natural negotiation abilities, problem-solving mindset, and results-oriented drive.
    

Paid Training & Onboarding

• Start Date: October 26th
  
• Duration: 13 business days (Monday to Friday, 9:00 AM – 6:00 PM).
  
• Training Program Covers: Integration, software tools, client product portfolio, customer interaction techniques (phone/chat/email), and practical on-the-job application.
  
• Compensation: Paid training allowance upon successful completion (net stipend based on completed training days; signed agreement on Day 1).
  

Salary & Benefits Package

Monthly Gross Remuneration breakdown (Full-Time 8h/day):

• Base Salary: €920.00 / month
  
• Pro-rated Vacation Allowance: €76.67 / month
  
• Pro-rated Christmas Allowance: €76.67 / month
  
• Food Allowance: €147.00 / month (tax-exempt, paid via pre-paid meal card based on ~21 working days at €7.00/day)
  
• Total Estimated Monthly Gross Compensation: €1,220.33 / month
  

Additional Perks & Working Conditions:

• Contract: 12-month renewable contract (transitioning to permanent status after 2 years).
  
• Health & Dental Insurance: Private coverage provided upon contract signing (requires Portuguese NIF and Social Security Number).
  
• Public Holidays: Portuguese holiday regulations apply. Working on a Portuguese public holiday earns a compensatory day off.