.Customer Service/Support Location Porto, Portugal Job Title: Customer Service Advisor (English-speaking) - Telecommunications companyJob Description Job Description Experience the power of a game-changing career Are you looking for what's next? We're a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries. And we're proud to be recognized with awards such as "World's Best Workplaces," "Best Companies for Career Growth," and "Best Company Culture," year after year. If you're looking to grow and be inspired, as a Customer Service Representative in Porto, Portugal (On-Site) you will ensure that performance goals are met across all operations. And that we fulfill client expectations related to operational excellence: high targets regarding quality, efficiency & customer journey improvement. Career growth and personal development We'll give you all the training, cutting-edge technologies, and the continuing support you'll need to succeed. At Concentrix, there's a real career and personal growth potential. About 80% of our managers and leaders have been promoted from within! That's why we offer a range of FREE Learning and Leadership Development programs designed to set you on your way to the kind of career you've always envisioned. What you will do in this role You will be dealing with customers contacting us to cancel due to competitors' deals or customers contacting us due to receiving an end of contract notification (Discounts expired and need to re-contract). Receiving inbound calls from customers contacting us about their contract Communicating with existing customers and internal customers (other departments) Answering customer queries, arranging services for customers Entering and updating customer information to the internal database Analysing customer behaviour. Tailoring services to suit customer's needs (Fact finding and Objection handling) Handling customer complaints by understanding the needs of clients and responding effectively taking ownership Developing aggressive retention strategies based on customer feedback Negotiating with customers to renew contracts and retain business also focusing heavily on revenue Having regular coaching sessions with Team manager and Quality coaches to propose customer retention solutions and improve call structure Documenting customers notes and actions taken on each call Building positive relationships with customers, team leaders and OPS Demonstrating success in surpassing targets, KPI's and objectives within the team
