Customer Service Agent - Portuguese

· Salary of €19,000 + bonus

· Access to employee benefit platforms and internal development opportunities.

· Possibility of joining the Flexible Remuneration Plan, which includes medical insurance, transport card, meals, and more.

· Meal vouchers worth €6 per worked day.

· 23 working days of annual vacation, plus 3 additional days according to the collective agreement.

· Hybrid work model: 50% remote.

During the first 3 months, the position will be 100% on-site to facilitate onboarding and initial training.

· 15 additional teleworking days per year to promote work-life balance.

Do you speak Portuguese? Do you have experience in customer service?

Percepta offers you the opportunity to develop your professional career within the automotive sector, as part of a team dedicated to customer service for one of the sector's leading brands.

As a customer service agent for the Portuguese market, you will work on managing customer interactions, within an environment that values professional development and teamwork.

As a Customer Service Agent, you will be part of a specialized team that provides direct support to vehicle owners and brand dealerships. Your day-to-day will combine the resolution of telephone inquiries with the management of cases that require coordination with different departments.

You will work in a dynamic environment, where every interaction is an opportunity to reinforce customer trust in the brand and contribute to an excellent service experience.

The Customer Service Agent will be the primary point of contact for vehicle owners, attending to and resolving all issues related to their vehicles. The agent will represent Ford in customer interactions, ensuring a fast and efficient resolution of cases while maintaining high service standards.

In your day-to-day...

· Customer service: managing incoming customer contacts (telephone, written messages, chat, etc.).

· Product knowledge: acting as a point of reference for product knowledge and service support.

· Liaison between departments: acting as a link between the customer, Sales, the technical line, PD, warranty support, and dealerships, following up to ensure customer satisfaction.

· Complex case management: taking charge of escalated or complex cases, performing continuous follow-up and determining when a case requires escalation to higher levels or specialized teams.

· Documentation and follow-up: recording all inquiries in the CRM tool, responding to emails and voicemails, and following up on commitments made to customers and dealerships.

· Guaranteeing customer satisfaction: ensuring that, even in the most complex cases, the customer experience remains positive and satisfaction levels meet the project's KPIs.