Portuguese Customer Service Agent

About the role

This is a full-time hybrid role for a Portuguese Customer Service Agent based in Cairo, Egypt, with some flexibility to work from home. The agent will handle inbound and outbound customer interactions in Portuguese, respond to inquiries, resolve issues, and provide accurate information about products and services.

Key responsibilities

• Manage tickets and calls, documenting each interaction in CRM systems.
• Follow up on open cases and ensure service level agreements are met.
• Collaborate with team members and supervisors to escalate complex issues.
• Share customer feedback and contribute to continuous process improvement.
• Maintain a professional, courteous tone while upholding data privacy and security standards.
• Deliver a positive customer experience in every interaction.

Required profile

• Fluency in Portuguese (written and spoken) and a good command of English; Arabic is a plus.
• Strong customer‑facing skills with the ability to manage and improve customer experience.
• Excellent communication, active listening, problem‑solving abilities, and attention to detail.
• Comfort working in a high‑volume call‑center or BPO environment.
• Ability to work reliably in a hybrid setup, managing time and self‑discipline when remote.
• Previous experience in customer service or contact‑center roles is preferred; high school diploma or bachelor's degree required.

Required skills

• CRM Systems
• Ticketing systems