Portuguese-speaking Customer Service Agent at Black Pen Recruitment

Are you fluent in Portuguese? Do you have excellent communication skills and a knack for customer service? Then we have the perfect opportunity for you!

Our client, a global online-gaming company, is seeking to hire a Portuguese-speaking Customer Service Agent, to join their dynamic team in Cape Town, South Africa.

This role will require you to speak, read and write in both Portuguese and English fluently, whilst being able to deal with clients from all over the world.

If you would love to be apart of this dynamic creative team and love teamwork, good coffee and Friday drinks, then this is for you!

Salary: Market related

Requirements:

• Matric Certificate
• SA ID, working permit for South Africa
• Fluency in Portuguese & English (verbal & written)
• Previous customer service or sales experience advantageous
• Patience
• Strong communication skills
• Problem solving skills
• Persuasiveness
• Ability to work under-pressure

Duties and Responsibilities:

• Performing translations when operationally required to/from Portuguese
• Assisting clients using live chat, email and telephone calls in English and Portuguese
• Working on various in-house software systems
• Identifying and solving client issues using the in-house software provided or by sourcing relevant information in a timely fashion; following up to ensure resolution
• Assessing the registered client data and accurately act on such
• Endeavouring to locate and apply long-term solutions to all queries brought forward
• Register client data and maintain an accurate client log
• Escalating relevant queries through the correct channels
• Keeping up to date with interdepartmental issues or updates affecting the client base
• Providing constructive feedback on the customer service process
• Contributing to the team effort by reaching qualitative and quantitative results as needed
• Inbound support: LifeChat; Email; Call Me Back
• Outbound support: Calls to incentivize purchase; Welcome calls, Courtesy calls; Upsell calls; Verification calls; Winners’ calls
• Weekly performance and service level reporting to Line Manager
• Ensuring team standards are met by achieving quality SLAs
• Escalating issues through the relevant channels
• Abiding to processes, procedures and priorities as described
• Allocating inbound support queries to correct departments or consultants for resolution
• Proactively look to further understand departmental, business and industry related matters to increase understanding and improve service levels
• Customer Relationship Management – English and Portuguese
• Working Saturday shifts on a rotational basis