Portuguese Speaking Customer Service for Veterinary Services Department - job 1 of 2

As a Portuguese Speaking Customer Service Representative at Mercier Consultancy, your primary responsibilities will include providing exceptional customer service via phone, email, and chat regarding veterinary services. You will assist clients with appointment scheduling, address service inquiries, and follow up on care instructions. Moreover, effectively resolving client issues and documenting interactions in our CRM system will be crucial parts of your role.

To qualify for the Portuguese Speaking Customer Service Representative role at Mercier Consultancy, you should be fluent in both Portuguese and English with strong communication skills. A background in customer service, preferably within veterinary or healthcare settings, is preferred. You should also have a genuine interest in animal welfare and the ability to manage multiple inquiries while remaining detail-oriented.

While prior experience in veterinary services is preferred for the Portuguese Speaking Customer Service Representative role at Mercier Consultancy, it is not strictly required. A strong customer service orientation and the ability to genuinely empathize with pet owners are key qualities that we value. If you have the passion to help others, we encourage you to apply!

Mercier Consultancy offers fully paid training for all new Portuguese Speaking Customer Service Representatives. This comprehensive training program ensures that you are well-equipped with the knowledge and skills necessary to provide exceptional service to our clients. You'll receive ongoing support to help you succeed in your role.

At Mercier Consultancy, Portuguese Speaking Customer Service Representatives enjoy a range of benefits, including a fully paid relocation package, health insurance, and two extra salaries per year. Additionally, there are monthly performance bonuses, support in finding accommodation, and even a complimentary Greek course as part of our commitment to employee satisfaction.

When answering this question, be sure to provide specific examples of your previous roles in customer service. Highlight any relevant experience that showcases your ability to manage customer inquiries, resolve issues, and provide a positive customer experience, especially in contexts related to veterinary or healthcare services.

Start by actively listening to the client's concerns without interrupting. Show empathy and validate their feelings. Offer a calm and professional response, working to resolve their issue while ensuring they feel heard and valued. Sharing a specific situation where you successfully turned an upset customer experience into a positive one can enhance your response.

Talk about your organizational skills and the methods you use to prioritize tasks, such as using lists or a CRM system. You might want to mention how you assess the urgency of tasks based on client needs or deadlines, ensuring effective time management while maintaining high-quality customer service.

Express your passion for animal welfare and how working in the veterinary sector aligns with your values. Discuss any relevant experiences with pets or animal care that further fuel your desire to contribute positively to pet owners and their beloved companions.

Emphasize your fluency in Portuguese and your understanding of how to tailor your communication style to be friendly and informative. Mention any techniques you use to make complex information more accessible, ensuring that clients fully comprehend the information shared.

Share your views on the components of outstanding customer service, such as timely responses, empathy, thorough understanding of client needs, and going above and beyond to exceed expectations. Use specific examples to illustrate your points.

Highlight your ability to provide clear, concise information using easy-to-understand language. You can also discuss the importance of understanding the client's needs and ensuring that your education is tailored accordingly, combining empathy with expertise.

Reflect on a specific instance where feedback helped you improve in your role. Highlight how you took the criticism positively, made adjustments based on the feedback, and what you learned from the experience.

Discuss the emotional components involved in veterinary services, such as dealing with anxious or distressed pet owners. Talk about the importance of exhibiting empathy while providing consistent, reliable support, even in difficult situations.

Share techniques that help you maintain focus and positivity, such as taking brief breaks to re-energize or seeking support from colleagues. Explain how maintaining a client-centered mindset helps you navigate high-pressure scenarios effectively.