David Kennedy Recruitment is working with a leading Outsourcing/BPO consultancy who is seeking to onboard Polish speaking Operations Customer Expert for their Porto offices.聽
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Position: **Operations Customer Expert聽**
Location: Porto, Portugal
Employment type: Full-time
Remuneration: Base salary.
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DUTIES AND RESPONSIBILITIES:
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Assist customers via phone, email, and chat with inquiries related to products.
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Provide in-depth information about the company's聽products and services, helping customers make well-informed decisions based on their unique needs.
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Address customer concerns with empathy and professionalism, striving for satisfaction and building trust in each interaction.
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Accurately document all customer interactions and inquiries using the SAP CRM system for proper tracking and follow-up.
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Identify and escalate complex or unresolved issues to higher-level support or management to ensure quick resolution.
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Collaborate with internal teams to deliver efficient and effective solutions to customer issues.
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Perform regular customer service tasks, including updating and maintaining the customer database.
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Reach out to customers post-interaction to evaluate satisfaction and identify opportunities for improvement.
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Manage customer complaints and oversee the returns process, ensuring compliance with company policies.
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REQUIREMENTS:
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Native/fluent in聽Polish (C1), both verbal and written. Fluent in English (minimum B2 level)
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Excellent communication skills, with the ability to listen attentively and respond thoughtfully to customer inquiries
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Strong problem-solving abilities to address customer concerns efficiently and provide appropriate solutions
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Experience in customer service, particularly in handling technical or product-related inquiries, is preferred but not required
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Ability to remain calm and composed during high-pressure situations, such as emergencies or difficult customer interactions
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Proficiency in using email, phone systems, and other customer service tools; experience with CRM software is a plus
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Strong organizational skills to manage multiple customer requests and document conversations accurately.
BENEFITS:
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Excellent remuneration package based on experience, skills and performance
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Be part of a dynamic multilingual, multicultural and creative team with positive and friendly atmosphere
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Guidance and tools to reach career potential
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Fully paid training on the company and products聽
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Opportunity to work in a supportive environment focused on growth and skill development
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Relocation support