Call Center Agent Portuguese Market

Hello!

At Factorial we're looking for a new Call Center Agent to help us boost the company to the next level.

We believe in developing our team, spreading our company culture, and sharing our views on how Human Resources can make a difference for organizations all over the world.

Ready to be part of the challenge?

The Call Center Agent is the frontline representative of the company, responsible for delivering excellent customer service by answering inquiries, resolving issues, and providing information about products or services. This role requires strong communication skills, a customer-centric attitude, and the ability to handle a high volume of interactions efficiently and professionally.

• Handle incoming calls from customers, providing timely and accurate information.
• Resolve customer complaints and issues by identifying solutions, escalating when necessary, and ensuring follow-up until resolution.
• Deliver exceptional service to ensure a positive customer experience and maintain customer satisfaction.
• Develop a thorough understanding of the company’s products, services, and policies to address customer inquiries effectively.
• Stay updated on new product launches, changes in processes, and company updates.
• Diagnose customer issues, troubleshoot problems, and provide appropriate solutions in a calm and professional manner.
• Collaborate with other departments when needed to ensure comprehensive resolution of customer concerns.
• Accurately record call details, customer information, and resolutions in the CRM or call tracking system.
• Manage a high volume of calls while meeting quality standards, including first-call resolution and average handling time.
• Achieve individual and team KPIs, such as customer satisfaction (CSAT), Net Promoter Score (NPS), and adherence to service level agreements (SLAs).
• Participate in team meetings, training sessions, and coaching to enhance skills and knowledge.

Your Profile

Perks of being part of our team

About us

Factorial is an all-in-one HR Software fast-growing company founded in 2016. Our mission is to help SMEs automate HR workflows , centralize people data and make better business decisions. Currently, serves thousands of customers in over 60 countries all over the world and across industries, it has built a super diverse and multicultural team of over +900 people in Barcelona, Brazil, Mexico, and EEUU offices.

Our Values

Wanna learn more about us? Check our website!