Portuguese Speaking Customer Support for Ride-Sharing App Department - job 1 of 2

As a Portuguese Speaking Customer Support Representative at Mercier Consultancy, your main responsibilities include responding to customer inquiries in Portuguese via phone, email, and chat, assisting users with questions about account management, ride requests, and payment processing. You'll document and resolve customer interactions in our CRM system and collaborate with internal teams to address and solve user issues promptly. It's essential to provide clear and accurate information about rides, drivers, and app features to ensure an exceptional user experience.

To apply for the Portuguese Speaking Customer Support Representative position at Mercier Consultancy, candidates should be fluent in Portuguese and English, both written and verbal. Prior experience in customer support, particularly in the ride-sharing or tech industry, is advantageous. Additionally, excellent communication and interpersonal skills, strong problem-solving abilities, and a proactive approach to customer satisfaction are essential qualifications for this role.

Mercier Consultancy provides a range of benefits for the Portuguese Speaking Customer Support Representative role, including a competitive monthly salary, a monthly performance bonus, and a fully paid relocation package covering flight, transfer, and hotel costs. Employees also enjoy health insurance, private health insurance, two extra salaries per year, support in finding accommodation after the hotel stay, fully paid training, a free Greek course, and many more benefits and discounts.

Ensuring customer satisfaction as a Portuguese Speaking Customer Support Representative at Mercier Consultancy involves adopting a proactive approach to customer inquiries, providing timely and accurate information, and effectively addressing user concerns. It’s important to listen actively to customers, document interactions properly, and follow up on unresolved issues. Gathering user feedback to improve service quality also plays a crucial role in enhancing customer satisfaction.

Yes, Mercier Consultancy values the growth and development of its team members. As a Portuguese Speaking Customer Support Representative, you will have the opportunity to participate in training to enhance your skills and stay updated on product features and services. Excelling in this role can lead to career advancement opportunities within the company, allowing you to take on additional responsibilities or move into managerial positions.

When handling difficult customer interactions, it’s vital to remain calm and empathetic. Listen actively to the customer's concerns and acknowledge their feelings. Use a positive tone to provide solutions and make sure to communicate clearly. Following up to ensure the issue is resolved shows you care about their experience.

One effective strategy for managing multiple inquiries is prioritization. I assess the urgency of each request and tackle them accordingly. I also leverage customer support tools to track interactions and utilize templates for frequently asked questions to streamline my responses.

Certainly! In my previous role, I identified a common issue that users faced with ride requests. I created a detailed FAQ page addressing these concerns, which reduced the number of similar inquiries and improved overall customer satisfaction.

Key qualities of a successful Customer Support Representative include excellent communication skills, strong problem-solving abilities, patience, and empathy. Adapting to different customer needs while maintaining a positive attitude is crucial for success in this role.

I stay updated on product features and services by actively participating in training sessions, and reading internal newsletters, and updates. I also engage with product teams and fellow representatives to share knowledge and learn from each other’s experiences.

I am excited about the opportunity to work for Mercier Consultancy because of its commitment to delivering exceptional service in the ride-sharing industry. I admire the company's innovative approach and believe my skills in Portuguese customer support can significantly contribute to enhancing customer satisfaction.

I gather user feedback through follow-up surveys after interactions and actively asking for their input during conversations. This feedback is vital for understanding customer needs and making informed improvements to our services.

The most challenging aspect can be managing difficult customer emotions during high-stress situations. Staying calm, remaining empathetic, and focusing on finding solutions is essential to ensure a positive outcome.

I document customer interactions effectively by noting key points such as the customer’s query, the resolution provided, and any follow-up actions required. Using a structured format in our CRM ensures that the information is easily accessible for future reference.

To ensure accuracy, I double-check my information against our internal databases and resources before communicating with customers. I also stay informed about updates to policies and services through team meetings and regular training.