Portuguese Customer Experience Agent

Description

Department: Customer Experience

Employment Type: Full Time

Location: United Kingdom

As a Customer Experience Agent - Portuguese Speaking
, you’ll be the voice of Arcavindi across multiple channels, ensuring every customer feels heard, supported, and valued. This hybrid role brings together online communications, customer service, complaint handling, and buying responsibilities — giving you the chance to develop a broad skill set while directly shaping the customer journey.

You’ll handle high volumes of inbound and outbound queries across phone, email, Whats App, webchat, and social media, guiding customers through their journey with us. Some conversations will involve resolving complaints with empathy, while others will focus on building trust during the buying process. Every day will be different, and you’ll play a key role in building Arcavindi’s reputation across Europe.

• Learn our tone of voice, systems, and customer service processes
• Shadow experienced colleagues to understand customer journeys and best practices
• Gain confidence handling a variety of customer queries across multiple channels

• Independently 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
• Share feedback and ideas to improve processes, training, and workflows

Key Goals & Objectives:

• Deliver excellent customer service and communication across all channels to our French speaking customers
• Handle complaints with professionalism, empathy, and adherence to policy
• Support sales and buying conversations, contributing to growth targets
• Meet and exceed KPIs for response times, resolution rates, and customer satisfaction
• Collaborate effectively with colleagues to ensure a seamless customer journey
• Contribute to building a high-performing, supportive, and adaptable team culture

Key Responsibilities

• Respond to inbound queries via phone, email, SMS, Whats App, webchat, and social media
• Handle outbound calls, including welcomes, collections, and customer updates
• Manage complaints by investigating issues, resolving them promptly, and keeping customers informed
• Support the buying process, overcoming objections and helping customers feel confident
• Accurately record interactions, maintain systems, and complete admin tasks
• Liaise with internal teams to deliver smooth handovers and joined-up customer care
• Contribute to continuous improvement by suggesting ways to refine processes

Essential Skills & Experience:

• 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

Desirable Skills and Experience

• Background in buying, sales, or complaint resolution
• Ability to adapt quickly in a fast-growing scale-up environment
• Experience working in businesses with operational warehouses or physical products