Customer Experience Representative

At Pluxee, we shape the world of employee benefits and engagement by bringing to life a personalized and sustainable employee experience, at work and beyond. Permanent Regular

Job Description
The Customer Experience Representative plays a key role in improving and supporting the delivery of a seamless, engaging, and branded experience for clients, consumers, and merchants at the local level. As an individual contributor, this role is responsible for mapping customer journeys, analyzing feedback, identifying improvement opportunities, and supporting the implementation of customer‑centric enhancements across teams and processes. The role works closely with local care, product, sales, marketing, and operations functions, while aligning with global customer experience standards. Pluxee is a global player in employee benefits and engagement, operating in 29 countries. We help organizations attract, engage, and retain talent through 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 of over 500,000 clients, 36 million consumers, and 1.7 million merchants. With more than 45 years of experience, Pluxee is committed to creating a positive and sustainable impact for all stakeholders — from supporting local communities and employee wellbeing at work to protecting the planet. Your Next Challenge

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.

Key Responsibilities

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. 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. 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. Identify recurring issues, inefficiencies, and opportunities to improve processes and customer journeys. Proactively suggest improvements to workflows, customer communications, and internal coordination. 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. You’re a Match If You

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. Salary Range: 18-20k annual Languages

Portuguese: Fluent English: Intermediate Location

Lisbon, Portugal Hybrid working model Recruitment Process

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 Your Team

Customer Experience Team Reporting to: CX Manager Our Commitment to Inclusion

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