Portuguese Customer Service Advisor

Portuguese Customer Service Advisor Altrincham £25,500 & 10% Bonus Hybrid – 2 days in the office Are you fluent in Portuguese ? Do you enjoy dealing with customers and problem solving? Role Purpose of this Customer Service Advisor: You will be responsible for handling and resolving customer complaints efficiently and professionally, ensuring a high level of customer satisfaction. The role requires excellent communication skills, problem-solving abilities, and a strong customer-focused approach to maintain and enhance the reputation of the company Key Responsibilities of this Customer Service Advisor: Handling Complaints for the Portuguese and UK market Investigation & Resolution: Conduct thorough investigations into complaints and escalation, gathering relevant information and liaising with internal departments to reach fair and appropriate outcomes. Customer Communication: Maintain clear, professional, and empathetic communication with customers throughout the process, keeping them informed of progress and resolutions. Skills & Experience Required for the Portuguese Customer Service Advisor: Customer Service Expertise: Strong background in customer service, with experience handling complaints and conflict resolution. Excellent Communication: Outstanding written and verbal communication skills across multiple channels, including voice, email, and live chat, with the ability to handle difficult conversations professionally and empathetically. Problem-Solving Abilities: Analytical mindset with the ability to assess situations, identify root causes, and implement effective solutions. Attention to Detail: Strong accuracy and diligence in documenting customer interactions and resolutions. Resilience & Adaptability: Ability to remain calm under pressure, handle challenging situations, and adapt to a fast-paced environment. Time Management: Strong organisational skills with the ability to prioritize workload and manage multiple complaints simultaneously. Tech-Savvy: Proficiency in using CRM systems, email, and chat support tools to manage customer interactions effectively. Regulatory Awareness: Understanding of industry regulations, data protection laws, and consumer rights is advantageous. Team Player: Ability to collaborate with colleagues and contribute to a positive team environment. Financial Services Background: Ideally, candidates will have experience in a financial services environment, providing them with an understanding of industry regulations and customer expectations. Key Performance Indicators (KPIs): Complaint resolution timeframes and effectiveness Customer satisfaction and Net Promoter Score (NPS) related to complaints handling Accuracy of complaint documentation and compliance with regulatory requirements Reduction in repeat complaints through effective root cause resolution #portuguese #customerservice #call centre #bilingual