Complaints & Portings Manager - €1.000 A Month Lisboa

Overview

Location: Saldanha, Lisbon, Portugal

Company: Lyca Mobile Portugal

Job Type: On-site / Full-time

About Us

Lyca Mobile, a leading multinational telecommunications company, is expanding its team and currently seeking a dynamic Complaints & Portability Manager for Lisbon.

Qualifications

• Relevant education in Business Administration, Communication, or Customer Service;
• 1+ years’ experience in Customer Service, conflict resolution, and complaint handling;
• Fluency in English and Portuguese (spoken and written);
• Proactive,
  - oriented personality;
• Exceptional communication skills and team player attitude.

Responsibilities

• Process requests accurately and in a timely manner;
• Continuous
  - up and communication with customers/partners;
• Proactively dealing with customer complaints and enquiries ensuring high quality of written responses to queries and formal complaints;
• Receive and document customer complaints, ensuring all relevant details are accurately captured for further investigation;
• Prioritize complaints based on severity, potential impact, and urgency to ensure timely resolutions for critical issues;
• Develop and implement effective resolution strategies for each complaint, including corrective actions and upsell where appropriate;
• Maintain a comprehensive database of all customer complaints, resolutions, and feedback to identify trends and areas for improvement;
• Prepare and present regular reports on complaint metrics, resolution effectiveness, and customer satisfaction levels to senior management;
• Coordinate with legal advisors to manage complaints with potential legal ramifications, ensuring compliance with all regulatory requirements and minimizing organizational risk.

What We Offer

• Full-time from Monday to Friday, 9:30am to 6:30pm;
• Fixed-term employment contract (6 months), with the possibility of renewal;
• Excellent opportunity for personal and professional development;
• Work within a dynamic international team.