Complaints & Portings Manager

Complaints & Portability Manager About Us:
Lyca Mobile, a leading multinational telecommunications company, is expanding its team and currently seeking a dynamic Complaints & Portability Manager for Lisbon.
Responsibilities:
Process port-in requests accurately and in a timely manner;
Continuous follow-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 customer follow-ups;
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.
Requirements:
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, multi-tasking, and result-oriented personality;
Exceptional communication skills and team player attitude.
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.

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