Empresa:

Lyca Mobile Group

Descrição da Função

Complaints & Portings Manager

Location: Saldanha, Lisbon, Portugal Company: Lyca Mobile Portugal Job Type: On-site / Full-time

About Us:

Lyca Mobile, a leading multinational telecommunications company, is expanding its team and currently seeking a dynamic Complaints & Portability Manager for Lisbon.

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.

The Complaints & Portings Manager will have the following functions:

•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;

•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.

What We Offer:

•Salary: € 1.000/month + food allowance €10,20/day;

•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.

Observações

Lisboa (Portugal)