Customer Experience Representative

Customer Experience Representative

Pluxee is a global player in employee benefits and engagement that operates in 29 countries. Pluxee helps companies attract, engage, and retain talent thanks to a broad range of solutions across Meal & Food, Wellbeing, Lifestyle, Reward & Recognition, and Public Benefits. Powered by leading technology and more than 5,000 engaged team members, Pluxee acts as a trusted partner within a highly interconnected B2B2C ecosystem made up of more than 500,000 clients, 36 million consumers and 1.7 million merchants.

Conducting its business as a trusted partner for more than 45 years, Pluxee is committed to creating a positive impact on all its stakeholders, from driving business to local communities, to supporting wellbeing at work for employees while protecting the planet.

Pluxee is looking for a Customer Experience Representative to join our Customer Experience team in Portugal and play a key role in delivering an outstanding experience across our B2B2C ecosystem.

This role focuses on managing meaningful interactions with stakeholders, handling topics with higher business and commercial impact such as onboarding, contract topics, retention, and cross sell opportunities.

You will work closely with internal teams such as Sales, Operations, Finance, and Product, as well as with the Customer Care team ensuring efficient execution of processes while also contributing to the continuous improvement of customer journeys, tools, and ways of working. This is an excellent opportunity for a junior to mid level profile who wants to grow in a dynamic, customer centric, and digital environment.

Customer Experience & Stakeholder Management

• Manage interactions with the stakeholders on topics related to customer relationship management, onboarding, and ongoing support.

• Handle more complex or value driven customer topics, including contract discussions, renewals, and relationship management.

• Ensure a consistent, high quality customer experience aligned with Pluxee's standards, values, and commercial objectives.

Onboarding, Support & Ticket Management

• Conduct onboarding sessions for stakeholders across Pluxee's product platforms.

• Manage and follow up on tickets, ensuring timely resolution, clear communication, and accurate documentation.

• Perform administrative and back office activities related to customer requests, contracts, and operational processes.

• Maintain accurate and up to date records in Salesforce (CRM), ensuring data quality and traceability.

Outbound Campaigns & Commercial Support

• Participate in outbound campaigns targeting existing stakeholders.

• Support commercial activities such as contract renegotiations, customer retention, and cross sell initiatives.

• Identify commercial opportunities and potential churn risks during customer interactions, coordinating with Sales when appropriate.

Process Improvement & Continuous Optimization

• Identify recurring issues, inefficiencies, and opportunities to improve processes and customer journeys.

• Proactively suggest improvements to workflows, customer communications, and internal coordination.

Collaboration with Internal Teams

• Work closely with Customer Care, Sales, Operations, Finance, Product, and other internal stakeholders to ensure end to end resolution of customer topics.

• Act as a voice of the customer, sharing insights and feedback to support product and process evolution.

• Have experience in Customer Experience, Customer Care, or Customer Support roles.

• Bring solid experience in customer service and direct stakeholder interaction (mandatory).

• Have exposure to commercial topics such as retention, renegotiation, or cross sell (strong plus).

• Are comfortable working with SaaS platforms and digital products.

• Have hands on experience with Salesforce or other CRM tools.

• Are structured, proactive, and able to manage multiple topics in parallel.

• Demonstrate critical thinking and a continuous improvement mindset.

• Communicate clearly, professionally, and empathetically.

• Portuguese:
Fluent

• English:
Fluent

Lisbon, Portugal

Hybrid working model

• Video call with HR Business Partner

• Video call or face-to-face interview with CX Manager

• Video call or face-to-face with Country Managing Director

Customer Experience Team

Reporting to: CX Manager

At Pluxee, we are committed to building an inclusive workplace where everyone feels valued, respected, and empowered to succeed. We welcome applications from all backgrounds and experiences and are proud to be an equal opportunity employer.