Customer Service Advisor

**Customer Service/Support**

**Location**
- Porto, Portugal***

Job Title:
Customer Service Advisor - English Speaker in Porto

**Job Description**:
**Are you fluent in English and want to work for the leading BPO worldwide, awarded as the best place to work 2022? **You will use your skills as Customer Service Advisor, acting as a Retention Agent for one of our clients from the Telecommunication industry from the UK with a focus on retaining customers, tailoring services to suit existing clients, such as upgrading packages the customer already has and performing fault diagnostics for customers having issues with their services.

***What's** in it for you?**
- Competitive salary with package, paid 14 months per year plus Meal Allowance.
- A bright, modern, and exciting place to work, with excellent staff facilities.
- Private health insurance.
- Various career development opportunities.
- Team events.
- 22 Holiday paid.
- Free fruit, coffee and beverages and vendor machines.

**Your job is great**:
You will be dealing with customers contacting us to cancel due to competitors deals or customers contacting us due to receiving an end of contract notification (Discounts expired and need to re-contract).
- Receiving inbound calls from customers contacting us about their contract
- Communicating with existing customers and internal customers (other departments)
- Answering customer queries, arranging services for customers
- Entering and updating customer information to the internal database
- Analysing customer behaviour. Tailoring services to suit customer’s needs (Fact finding and Objection handling)
- Handling customer complaints by understanding the needs of clients and responding effectively taking ownership
- Developing aggressive retention strategies based on customer feedback
- Negotiating with customers to renew contracts and retain business also focusing heavily on revenue
- Having regular coaching sessions with Team manager and Quality coaches to propose customer retention solutions and improve call structure
- Documenting customers notes and actions taken on each call
- Building positive relationships with customers, team leaders and OPS
- Demonstrating success in surpassing targets, KPI’s and objectives within the team.

**Required profile**:

- English level - minimum C1 level
- Previous Customer Service experience (minimum 6 months - 1 year, or more)
- Customer orientation and ability to handle different types of characters in a professional manner
- Strong communication skills
- Demonstrating patience and empathy towards the clients
- Good listening skills and attention to details
- Problem-solving mindset.

**Job Type**:Full-time

**Location**: On site: Porto

**Who are we?**

With 280,000 colleagues all over the world, we specialize in creating exceptional customer experiences and driving digital transformation for some of the world’s biggest and best companies.
We’re fanatical about our diverse and passionate people all across the world. We embrace all our different cultures, individualities, and personalities because we recognize that all our differences make us stronger together. Concentrix is an equal opportunity employer, and we process applicants without regard to disability, race, colour, religion, gender, national origin, age, sexual orientation, gender identity or expression or any other characteristic.
We show our colleagues how important they are by showering them with perks, like a culture of belonging; clear paths for career development; professional support, coaching and mentorship programs; performance-based pay; a global network of lifelong friends and peers; and more (Like, lots more).

**Disclaimer**:
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

**Location**:
PRT Porto - Avenida Sidonio Pais Nº 93

Language Requirements:
Time Type:
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