The Role:
You'll be the key point of contact for escalated complaints, ensuring each case is handled efficiently, empathetically, and in line with company standards and policies.
Key Responsibilities:
Resolve customer complaints across email, phone, and live chat
Investigate thoroughly, identifying root causes and collaborating internally for resolution
Keep customers clearly informed with professional, empathetic communication
Accurately log and document all case details
Escalate issues when needed and follow regulatory compliance
Identify recurring problems and contribute to customer experience improvements
What We're Looking For:
Fluent in Portuguese (spoken and written)
Strong experience in customer service or complaints resolution
Excellent written and verbal communication skills
Calm under pressure with strong problem-solving abilities
Tech-savvy - confident using CRM systems, chat tools, and email platforms
High attention to detail and accuracy in documentation
A collaborative team player who can also work independently
You'll Stand Out If You Have:
A background in telecoms, broadband, mobile, or tech support
Experience dealing with technical complaints or complex queries
Knowledge of regulatory compliance (e.g. GDPR, consumer rights)
A proactive approach to service improvement and issue prevention
Success Will Be Measured By:
Speed and effectiveness of complaint resolution
Customer satisfaction scores and NPS
Accuracy and compliance in case documentation
Reduction in repeat complaints through root cause analysis
If you're passionate about delivering top-tier customer care, fluent in Portuguese, and ready to take on complex challenges, we'd love to hear from you.
Apply today and take the next step in your career!
We Are Aspire Ltd are a Commited employer