Customer Care Representative

This is a fully remote position, open to applicants in Portugal.

📋 Description

• Comply with company policies and guidelines while upholding the organization's equipment and esteemed reputation.

• Follow designated working hours, schedules, breaks, and assigned tasks; ensure timely completion of work ahead of deadlines.

• Respond to inbound calls at the contact center and provide customers with the necessary services.

• Manage both inbound and outbound customer transactions across various channels, including voice, WhatsApp, social media, email, live chat, and any other customer service platforms.

• Address customer complaints, inquiries, and feedback through all customer service avenues; strive for mastery in shopping services and improve customer satisfaction.

• Elevate customer complaints and feedback to the relevant department and ensure follow-up for effective resolution.

• Conduct outbound telemarketing and sales calls for company initiatives.

• Gather and accurately document customer feedback and information.

• Meet and maintain individual Key Performance Indicators (KPIs), including quality scores, resolution times, and customer satisfaction metrics.

• Play a role in enhancing the overall customer experience and satisfaction.

• Accurately update customer records and case logs within the CRM system.

⛳️ Requirements

• 1–2 years of experience in a call center or customer support setting.

• Proficient in English (both spoken and written).

• Proficient in Portuguese (both spoken and written).

• Strong computer skills and confident in using standard office software.

• Quick and precise typing abilities.

• Familiarity with CRM or ticketing systems is a plus.

• Willingness to work rotational shifts, including evenings and weekends.

🏝️ Benefits

• Competitive salary and performance bonuses.

• Opportunities for professional development and growth.

• Supportive work environment with a focus on teamwork.

• Comprehensive health and wellness benefits.