Portuguese Speaking Customer Service Representative

We are currently looking for Portuguese Speaking Customer Service Representatives to make outbound and receive inbound calls from customers on behalf of one of our prestigious retail clients. The main purpose of this role is to provide positive information, help, support & guidance to address Customers needs, providing world-class customer experience and focus with the ultimate aim of first contact customer resolution.

The Company NCO Europe is a leading Financial and Customer Care outsourcing partner. We have trained multi-lingual staff using cutting-edge technologies to ensure our customers receive the best possible outcome.

Role Overview: The purpose of this role is to contact Global Telecoms Client customers receiving a variety of telecommunications services across Canada, Caribbean & Latin America (CCLA) by telephone and email, to secure payments for all overdue invoices. In this role, associates must deliver an effortless customer experience by liaising with internal business partners and resolving complex account issues to positively impact customer payment behavior.

What you will be doing:

• Handle every customer call competently with a key emphasis on 1st call resolution and delighting the customer.
• End-to-End Account Management by liaising with Collections Management, Sales/Service Management, Billing, Finance, Dispute, and Legal teams within our Global Telecoms Client.
• Locate customer contact information and engage accounts payable teams in Retail companies by telephone and emails.
• Create urgency and utilise questioning skills to identify primary root-cause for non-payment of all overdue invoices.
• Communicate effectively to secure payment commitments and monitor payment receipts from customers.

What we are looking for: The below skills will be an advantage but full training will be provided:

• Fluent in Portuguese
• Quick thinking to adapt to individual circumstances & offer the best outcome for the customer
• Good attention to detail and be able to follow processes
• Able to demonstrate active listening and empathy
• An “own it” mentality who will strive on every call to provide the customer with the appropriate outcome.

What we offer:

• Job security – our contracts are permanent
• Exciting additional performance incentives
• Superb progression opportunities throughout the company
• Volunteer opportunities
• Training & Development
• Employee Awards
• Employee Assistance Programme

NCO Europe is committed to Diversity and Inclusion for all employees and applications from all individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief, marriage, and civil partnerships.

Next steps: If you believe that you have the required skills and are interested in this role then please forward your CV and a cover note to our recruitment inbox (Recruitment.mailbox@ncoeurope.com). We strive to reply to every applicant; however, if you have not heard from us within 2 weeks of your application then you have not been successful. Please note, you will need full Right to work in the UK.

Good Luck!

Disclaimer: The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. The employer reserves the right to modify this job description, including by adding, removing, and altering job duties.