Portuguese Speaking Customer Service for Online Learning & EdTech Department - job 1 of 2

As a Portuguese Speaking Customer Service Representative at Mercier Consultancy, your primary responsibilities include providing exceptional support via phone, email, and chat to our Portuguese-speaking customers. You will assist with account setup, course selection, and platform navigation. Additionally, troubleshooting technical issues and documenting customer interactions in our CRM system are vital tasks. You’ll collaborate with internal teams to address complex inquiries and gather feedback for service improvements, all while staying updated on industry trends in online education.

To thrive as a Portuguese Speaking Customer Service Representative at Mercier Consultancy, you should possess fluency in both Portuguese and English with excellent communication skills. A strong customer service orientation and a problem-solving mindset are essential. While prior experience in customer service, particularly in education or EdTech is preferred, a passion for helping others and a willingness to learn are equally important. Familiarity with customer support software and CRM systems will also be advantageous.

Mercier Consultancy offers a robust benefits package for the Portuguese Speaking Customer Service role, including a fully paid relocation package, health and private health insurance, and two extra salaries per year. You will also receive support in finding accommodation following your hotel stay, fully paid training to develop your skills, monthly performance bonuses, and a free Greek course to support your growth and integration.

The Portuguese Speaking Customer Service Representative at Mercier Consultancy plays a pivotal role in enhancing our services by actively gathering customer feedback during interactions. This feedback is essential for identifying areas of improvement, which in turn is shared with internal teams to implement service enhancements. By understanding customer needs and issues, you'll directly contribute to creating a more user-friendly and effective learning environment.

A typical day for a Portuguese Speaking Customer Service Representative at Mercier Consultancy involves interacting with customers through various channels such as phone, email, and chat. You will start the day by reviewing any pending queries, followed by engaging with customers, assisting them with inquiries related to online courses and technology. Throughout the day, troubleshooting technical issues, documenting interactions, and collaborating with internal teams to resolve complex challenges will keep you on your toes. It’s a dynamic environment where your ability to multi-task and provide outstanding service will shine!

In handling a frustrated customer, I would first listen actively to their concerns without interruption, allowing them to feel heard. Then, I would empathize with their situation and ask clarifying questions to fully understand the issue. After that, I would provide a solution or escalate the matter to the appropriate team if necessary. Throughout, maintaining a calm and positive demeanor is crucial, as it can help to diffuse the situation and reassure the customer that we are committed to resolving their issue.

Certainly! In a previous role, I had a customer who was struggling to understand a complex feature of the platform. I took the initiative to offer a personalized tutorial session over a video call, guiding them through the feature step-by-step. Afterwards, I followed up with an email summarizing all the key points we discussed and offered my assistance for any further questions. This helped the customer feel more confident in using our services, and they expressed gratitude for my extra efforts.

To stay updated on trends in online education and EdTech, I would regularly read industry blogs, follow relevant influencers on social media, and participate in webinars or online courses. Additionally, joining professional groups and forums would keep me connected with peers and experts in the field, allowing for exchange of current insights and best practices. Staying engaged in communities that focus on education technology will broaden my understanding and help me implement improvements in customer service.

I have used several CRM tools in prior roles, including Zendesk and Salesforce. I am proficient in managing customer interactions, documenting inquiries, and utilizing reporting features. I enjoy leveraging these tools to track customer issues and ensure prompt follow-ups. My experience has equipped me to quickly adapt to new systems, which helps in maintaining good relationships with customers while efficiently resolving their inquiries.

I am drawn to the Portuguese Speaking Customer Service role at Mercier Consultancy because it aligns perfectly with my passion for education and technology. The opportunity to assist fellow Portuguese speakers in navigating learning tools excites me, as I believe that quality education should be accessible to all. Additionally, Mercier Consultancy's commitment to continuous learning and improvement resonates with my values; I would love to be part of a team that prioritizes customer success and innovation.

When faced with multiple customer inquiries, I prioritize tasks by assessing the urgency and complexity of each issue. I typically categorize inquiries into immediate concerns that involve urgent technical problems and those that can be resolved with standard responses. By addressing high-impact issues first and utilizing templates for common questions, I ensure efficiency while maintaining a high standard of service. Consistently communicating with customers about wait times also helps manage their expectations.

Key skills vital for success in customer service include effective communication, empathy, problem-solving, and adaptability. Being able to communicate clearly is essential for understanding customer needs while building rapport. Empathy allows for the ability to connect with customers' emotions, which is critical for resolving their issues successfully. Additionally, a solid problem-solving skill set enables representatives to identify and create solutions quickly. Adaptability is also important as the technology landscape and customer demands can rapidly change.

Documenting customer interactions in a CRM system involves systematically recording details of each interaction, including the date, time, customer's name, and a brief summary of the concern or question they had. I always ensure to include what solutions were provided and if any follow-up is required. This documentation not only helps in maintaining organized records but also facilitates a seamless handoff between team members when necessary, allowing for continuity in customer service.

If I encounter an unfamiliar inquiry, my approach is to remain calm and honest with the customer. I would assure them that I will find the best answer for their question. I would then either conduct immediate research based on the resources available or consult with a colleague who has the expertise to assist. It's essential to ensure the customer feels supported throughout this process, and I always follow up to provide them the information they need as efficiently as possible.

A memorable customer experience is crafted by personalized service, prompt responses, and genuine care. When customers feel valued and understood, it enhances their trust in the service. Being attentive, taking the time to address their concerns thoroughly, and following up to ensure their satisfaction can leave a lasting impression. Making the experience unique, whether through personal touches or a solution tailored specifically for them, is what can turn a routine interaction into a memorable one.