Portuguese Customer Service Coordinator

Job Title: Portuguese Customer Service Coordinator (Hybrid & Onsite)

Location: Barcelona, Spain
Job Type: Full-time
Department: Customer Service

About Us:
At [Company Name], we are a forward-thinking, customer-centric organization dedicated to providing exceptional service to clients around the globe. We believe that great customer service is at the heart of any successful company, and we are looking for a talented Portuguese Customer Service Coordinator to help us deliver unparalleled experiences. Join us in Barcelona and become part of a dynamic, multinational team that strives for excellence!

Position Overview:
As a Portuguese Customer Service Coordinator, you will be responsible for overseeing customer service operations for our Portuguese-speaking clients. You will be the key point of contact for customers, ensuring they receive timely, efficient, and personalized service. This hybrid role offers flexibility to work both onsite in our Barcelona office and remotely, giving you the best of both worlds. You’ll lead and coordinate a team of customer service agents, ensuring that all customer inquiries, concerns, and issues are addressed with precision and care.

Key Responsibilities:

• Lead Customer Service Team: Supervise, support, and mentor a team of customer service agents to ensure high-quality, consistent service delivery.

• Coordinate Customer Inquiries: Manage incoming customer inquiries from Portuguese-speaking clients via phone, email, and chat, ensuring swift resolutions.

• Ensure Customer Satisfaction: Ensure that customer issues are resolved quickly and effectively, maintaining a high level of customer satisfaction.

• Monitor and Improve Processes: Review customer service workflows, identify areas for improvement, and implement strategies to optimize service delivery and team performance.

• Escalation Management: Handle escalated customer complaints or issues with professionalism, ensuring that complex matters are resolved efficiently.

• Training & Development: Conduct ongoing training for customer service agents, ensuring that the team is knowledgeable about products, services, and best practices for customer interaction.

• Maintain Reports & Metrics: Monitor key performance indicators (KPIs) for customer service operations and report on team performance, customer feedback, and satisfaction metrics.

• Cross-Department Collaboration: Work closely with other departments such as sales, logistics, and technical support to resolve issues and ensure a seamless customer experience.

• Process Documentation: Ensure customer service processes, guidelines, and FAQs are up to date and accessible to the team.

Requirements:

• Fluency in Portuguese (both written and spoken) is essential.

• Proficiency in English (written and spoken) to communicate with the international team.

• Previous experience in a customer service or coordination role, ideally in a supervisory or leadership capacity.

• Strong understanding of customer service best practices, with a focus on efficiency and quality.

• Excellent communication and interpersonal skills, with the ability to engage effectively with clients and team members.

• Strong problem-solving abilities and the capacity to manage complex customer service situations.

• Proven ability to lead and motivate a team, ensuring they are motivated to perform at their best.

• Organizational skills and the ability to multitask and prioritize in a fast-paced environment.

• Comfortable with hybrid work environments, with the ability to work independently and collaboratively.

Nice-to-Haves:

• Experience working in a multinational, customer-focused company.

• Knowledge of CRM tools (e.g., Zendesk, Salesforce) or other customer service software.

• Experience with training and team development.

• Knowledge of Spanish is a plus but not required.