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!
Desired Skills and Experience
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
We Are Aspire Ltd are a Disability Confident Commited employer