Customer Experience Agent, Portuguese

Role Overview

• As a Customer Experience Agent
• Portuguese Speaking, you’ll be the voice of Arcavindi across multiple channels.
• Handle high volumes of inbound and outbound queries across phone, email, WhatsApp, webchat, and social media.
• Manage customer conversations with professionalism, speed, and empathy.
• Resolve queries and complaints fairly and consistently, meeting quality standards.
• Support customers during the buying process, explaining next steps and overcoming objections.
• Build trust through accurate, timely, and clear communication.
• Take ownership of complex cases and collaborate with colleagues to resolve them smoothly.
• Consistently exceed KPIs for quality, efficiency, and customer satisfaction.
• Suggest ways to improve processes, training, and workflows.

Requirements

• Proven experience in customer service, contact centres, or sales environments.
• Excellent verbal and written communication skills, with empathy and clarity.
• Strong problem-solving skills with resilience under pressure.
• Confidence in handling objections and complaints fairly and constructively.
• Ability to balance speed with accuracy and quality.
• Organised and able to manage multiple priorities.
• Comfortable using CRM systems and digital communication platforms.
• Team-oriented mindset with a proactive, solutions-focused approach.
• Background in buying, sales, or complaint resolution (desirable).
• Ability to adapt quickly in a fast-growing scale-up environment (desirable).
• Experience working in businesses with operational warehouses or physical products (desirable).