Portuguese Speaking Customer Support for Logistics & Shipping Department - job 2 of 2

As a Portuguese Speaking Customer Support Representative at Mercier Consultancy, you will handle customer inquiries in Portuguese through various communication channels such as phone, email, and chat. Your key responsibilities will include assisting clients with shipping options, logistics, and tracking, while documenting interactions accurately in our CRM system. You'll also collaborate with operational teams to resolve complex client issues and gather feedback to enhance service delivery.

To qualify for the Portuguese Speaking Customer Support Representative position at Mercier Consultancy, you must be fluent in both Portuguese and English, with strong written and verbal communication skills. Previous experience in customer support, especially within the logistics or shipping sector, is preferred. Additionally, candidates should possess excellent problem-solving abilities and a proactive approach to ensure customer satisfaction.

Working as a Portuguese Speaking Customer Support Representative at Mercier Consultancy comes with a competitive monthly salary, a performance bonus, and a fully paid relocation package that includes your flight, transfer, and hotel stay. You’ll also enjoy health insurance, private health coverage, two extra salaries per year, support in finding accommodation, and access to free training sessions, including a Greek course. Plus, there are various other benefits and discounts!

Mercier Consultancy is dedicated to the professional development of our Portuguese Speaking Customer Support Representatives. You will participate in thorough training sessions designed to enhance your knowledge of logistics practices and customer support tools. We also encourage employees to provide feedback that contributes to continuous improvement in service delivery, giving you valuable insights into the industry.

While prior experience in logistics is advantageous, it is not strictly necessary for the Portuguese Speaking Customer Support Representative role at Mercier Consultancy. We are looking for individuals with a passion for logistics and a commitment to delivering excellent customer service. If you have a keen ability to solve problems and thrive in dynamic environments, we encourage you to apply!

To handle a difficult customer inquiry effectively, I would first listen carefully to the customer's concerns to fully understand their issue. I would empathize with their situation and reassure them that I am there to help. Then, I would provide clear, concise, and accurate information to address their needs, collaborating with operational teams if necessary to resolve any complex issues promptly.

In my previous experience, I've actively used CRM systems to document customer interactions, track inquiries, and analyze feedback. CRM systems are incredibly beneficial in a customer support role because they help streamline communication, ensure accurate record-keeping, and facilitate collaboration with other teams. Using CRM tools effectively can significantly enhance customer satisfaction by providing personalized service.

Exceptional customer service involves going above and beyond to meet customer needs, creating positive experiences, and building lasting relationships. It requires active listening, clear communication, timely responses, and being proactive in identifying solutions that make the customer's interaction seamless and enjoyable.

I am excited about the opportunity to work as a Portuguese Speaking Customer Support Representative at Mercier Consultancy because I am passionate about logistics and enjoy solving problems for clients. Joining your team would allow me to utilize my language skills to assist Portuguese-speaking clients and contribute to a company known for its commitment to outstanding customer service.

Prioritizing multiple customer inquiries effectively requires strong organizational skills. I would assess the urgency and complexity of each issue, addressing urgent matters first while ensuring that all inquiries are acknowledged promptly. By utilizing productivity tools and maintaining a calm mindset, I can manage my time efficiently and provide quality service to each customer.

In a previous role, I encountered a complex shipping issue where a customer’s package was delayed. I initiated contact with the shipping department to gather the details, kept the customer informed throughout the process, and provided them with alternative solutions. By actively communicating and demonstrating empathy, I was able to reassure the customer, resulting in a successful resolution and their appreciation for my efforts.

To gather customer feedback effectively, I would employ various strategies, such as follow-up surveys, direct communication during support interactions, and actively encouraging customers to share their experiences. Making feedback collection a standard part of customer interactions ensures that I gain valuable insights that can help improve service delivery continually.

Cultural awareness is vital in customer support, particularly when working with diverse clients. Understanding different cultural perspectives enables me to communicate more effectively and provides a foundation for building trust. It allows me to tailor my approach to meet the specific needs of clients, ensuring they feel valued and respected in every interaction.

I stay informed about the latest trends in logistics and customer support by regularly following industry news outlets, attending webinars, and participating in relevant training sessions. I also engage with professional communities online to exchange insights with peers, ensuring that I remain knowledgeable about best practices and innovations in the field.

If I realized I made a mistake in handling a customer's request, I would promptly acknowledge the error and communicate transparently with the client. I would then take corrective action to resolve the issue, ensuring that I learn from the experience to prevent similar mistakes in the future. Being accountable reinforces trust and demonstrates a commitment to customer satisfaction.