Portuguese Speaking Customer Service for Public Transport Services Department

As a Portuguese Speaking Customer Service Representative at Mercier Consultancy, you will be responsible for responding to customer inquiries in Portuguese via phone, email, and chat. Your duties will include assisting customers with ticket purchases and route information, providing timely solutions to service queries, and documenting customer interactions accurately in our CRM system.

To qualify for the Portuguese Speaking Customer Service Representative role at Mercier Consultancy, you must be fluent in both Portuguese and English. A strong customer service orientation, excellent communication skills, and a proactive problem-solving approach are essential. While prior customer service experience, especially in public transport, is advantageous, it is not strictly necessary.

Mercier Consultancy offers comprehensive support for its Portuguese Speaking Customer Service Representatives, including a fully paid relocation package, health insurance, and private health benefits. Employees also receive two extra salaries per year, ongoing training, monthly performance bonuses, and assistance in finding accommodation.

Essential skills for the Portuguese Speaking Customer Service position at Mercier Consultancy include fluency in Portuguese and English, strong communication abilities, detailed organizational skills, and the capacity to manage multiple inquiries in a fast-paced environment. A genuine interest in public transport and a commitment to enhancing customer experience are also crucial.

As a Portuguese Speaking Customer Service Representative at Mercier Consultancy, there is significant growth potential. Each team member is encouraged to provide feedback and contribute to service enhancements, paving the way for personal and professional development as you gain experience in customer service and public transport.

In handling a challenging customer inquiry, it's essential to remain calm and listen actively to the customer's concerns. I would reassure them that I am here to help and ask clarifying questions to fully understand the issue. By providing clear, concise information and identifying potential solutions, I aim to resolve their issue efficiently.

Certainly! In my previous role, I collaborated closely with my team to address a surge in customer inquiries during a service disruption. We divided responsibilities based on expertise, communicated regularly, and supported each other to ensure all contacts were managed promptly and effectively, which greatly improved our customer satisfaction scores.

Fluency in Portuguese is vital for the Customer Service Representative role as it enables clear and effective communication with our Portuguese-speaking clients. Understanding cultural nuances and language-specific queries allows us to provide tailored, empathetic service that enhances the overall customer experience.

I have experience using various customer support software, including CRM systems for documenting interactions, as well as communication tools for managing inquiries via phone, email, and chat. Familiarity with these tools allows for efficient inquiry handling and improves customer relationship management.

In a busy environment, I prioritize customer inquiries based on urgency and complexity. First, I assess which issues are time-sensitive or potentially escalate. I then address those while keeping accurate notes for follow-up on less urgent matters, ensuring all customers receive timely responses.

I've researched your public transport services and found that you prioritize customer satisfaction and accessibility. Understanding routes, schedules, and service enhancements is vital for me as I aim to assist our clients effectively. Staying informed allows me to provide accurate information to customers every day.

To ensure a positive customer experience, I focus on active listening and empathy. By understanding the customer's perspective and providing personalized support, I can cultivate rapport and make them feel valued, ultimately turning challenging interactions into successful resolutions.

I'm passionate about community service and believe public transport plays a crucial role in providing accessible mobility. Being part of this sector would allow me to help people navigate their daily lives and contribute positively to the community, which is incredibly fulfilling.

I maintain organization in high-pressure situations through effective time management and by utilizing task lists. Cascading inquiries by urgency and documenting interactions clearly helps me provide timely support while staying attentive to every customer’s needs.

I embrace constructive criticism as an opportunity for growth. I listen actively, ask clarifying questions for better understanding, and reflect on the feedback to find ways to improve my skills. I value ongoing development and see feedback as a pathway to becoming an even better Customer Service Representative.