Complaints & Portings 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 will include:
Process port-in requests accurately and in a timely manner.
Validate porting documents.
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.
Prioritise 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 minimising organisational risk.
We are looking for individuals with the following qualifications and attributes:
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:
Competitive salary and food allowance.
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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