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The Role:

You'll be the key point of contact for escalated complaints, ensuring each case is handled efficiently, empathetically, and in line with company standards and policies.

Key Responsibilities:

Resolve customer complaints across email, phone, and live chat

Investigate thoroughly, identifying root causes and collaborating internally for resolution

Keep customers clearly informed with professional, empathetic communication

Accurately log and document all case details

Escalate issues when needed and follow regulatory compliance

Identify recurring problems and contribute to customer experience improvements

What We're Looking For:

Fluent in Portuguese (spoken and written)

Strong experience in customer service or complaints resolution

Excellent written and verbal communication skills

Calm under pressure with strong problem-solving abilities

Tech-savvy - confident using CRM systems, chat tools, and email platforms

High attention to detail and accuracy in documentation

A collaborative team player who can also work independently

You'll Stand Out If You Have:

A background in telecoms, broadband, mobile, or tech support

Experience dealing with technical complaints or complex queries

Knowledge of regulatory compliance (e.g. GDPR, consumer rights)

A proactive approach to service improvement and issue prevention

Success Will Be Measured By:

Speed and effectiveness of complaint resolution

Customer satisfaction scores and NPS

Accuracy and compliance in case documentation

Reduction in repeat complaints through root cause analysis

If you're passionate about delivering top-tier customer care, fluent in Portuguese, and ready to take on complex challenges, we'd love to hear from you.

Apply today and take the next step in your career!

We Are Aspire Ltd are a Commited employer