Portuguese Speaking Customer Support for Virtual Assistant Department

As a Portuguese Speaking Customer Support Representative at Mercier Consultancy, your main responsibilities will include responding to customer inquiries in Portuguese via various communication channels, such as phone, email, and chat. You will assist clients with questions regarding our virtual assistant services, document client interactions accurately in our CRM system, and collaborate with internal teams to tackle complex client issues. Additionally, you will gather feedback to boost client satisfaction and participate in training to enhance your knowledge of our offerings.

To qualify for the Portuguese Speaking Customer Support Representative role at Mercier Consultancy, applicants must be fluent in Portuguese and English, both written and verbal. Previous experience in customer support, particularly in virtual assistance or related fields, is preferred. Candidates should possess excellent communication and interpersonal skills, strong organizational abilities, and a proactive approach to customer satisfaction in a fast-paced environment.

While prior experience in customer support is preferred for the Portuguese Speaking Customer Support Representative role at Mercier Consultancy, it is not strictly necessary as this is an entry-level position. We value applicants who are detail-oriented, communicate effectively, and demonstrate a passion for helping clients. If you have the right attitude and willingness to learn, we encourage you to apply!

Mercier Consultancy provides an attractive benefits package for Portuguese Speaking Customer Support Representatives that includes a competitive monthly salary, performance bonuses, health insurance, and private health insurance. In addition to this, candidates may enjoy a fully paid relocation package that covers flight, transfers, and hotel accommodations, as well as extra salaries each year and support in finding long-term accommodation. We also offer free training and a Greek language course!

To apply for the Portuguese Speaking Customer Support Representative position at Mercier Consultancy, you will need to submit your resume and cover letter expressing your interest in the role. Be sure to highlight your relevant skills and experience, especially your language proficiency in both Portuguese and English. Once your application is submitted, our hiring team will review it and be in touch regarding the next steps of the recruitment process.

When responding to customer complaints, it’s essential to listen actively and empathize with the customer's situation. Explain your steps to resolve the issue clearly, and assure the client that their concern is a priority. Highlight examples from past experiences where you've successfully resolved complaints to demonstrate your problem-solving skills.

Share a specific example when you took extra steps to assist a customer, detailing the actions you took and the positive outcome that resulted. Emphasize how your proactive approach significantly improved the customer's experience, showcasing your commitment to excellent service.

Discuss your time management skills and techniques, such as prioritizing inquiries based on urgency and complexity, using tools and systems efficiently, and maintaining a calm demeanor to handle high volumes of inquiries effectively. Providing real-life examples will make your answer stand out.

When explaining virtual assistant services, ensure clarity and simplicity in your communication. Focus on the main features, benefits, and how they address common customer needs. Relate the services to the client’s specific context to add relevance and encourage them to utilize the services effectively.

Express your enthusiasm for the role by highlighting what draws you to Mercier Consultancy specifically. Maybe it’s the company’s commitment to customer service or its innovative virtual assistant solutions. Share how your values align with the company's, showcasing your motivation to be a part of their team.

Emphasize that empathy is fundamental in customer service, as it allows representatives to connect with clients, understand their needs, and provide appropriate solutions. Illustrate with examples where your empathetic approach helped enhance customer relationships or resolve a challenging situation.

Discuss your familiarity with CRM tools and your methods for documenting interactions efficiently. Highlight the importance of accuracy in tracking interactions to ensure smooth follow-up and continuity in customer service, which enhances the overall client experience.

Share an anecdote where you collaborated with team members to solve a client issue. Detail your specific contributions, how you communicated within the group, and the outcome of the team effort. This demonstrates your teamwork abilities and commitment to client satisfaction.

Explain the importance of listening to their concerns, validating their feelings, and providing viable solutions. Discuss how you would highlight the unique advantages of our services and reassure them about our commitment to client satisfaction, fostering better customer retention.

Talk about your interest in gathering and analyzing customer feedback systematically. Discuss potential strategies, such as surveys or focus groups, and how you would collaborate with teams to implement changes based on feedback to continually enhance service offerings.