We are looking for a Portuguese speaking Customer Services Agent to join our GLI family in Century City.

At GLI, we encourage a culture of empowerment, creative expression and a positive work-life balance. We offer our employees flexible working hours, weekly company events, and Medical Aid contribution.

If you’re looking for great coffee, a challenging and exciting working environment, and Friday drinks, then this is the place for you!

KEY RESPONSIBILITY AREAS
• Assisting clients using live chat, email and telephone calls in English and Portuguese
• Working on various in-house software systems
• Identifying and solving client issues using the in-house software provided or by sourcing relevant information in a timely fashion; following up to ensure resolution
• Assessing the registered client data and accurately act on such
• Endeavouring to locate and apply long-term solutions to all queries brought forward
• Register client data and maintain an accurate client log
• Escalating relevant queries through the correct channels
• Keeping up-to-date with interdepartmental issues or updates affecting the client base
• Providing constructive feedback on the customer service process
• Contributing to the team effort by reaching qualitative and quantitative results as needed
• Inbound support: LiveChat; Email; Call Me Back
• Outbound support: Calls to incentivize purchase; Welcome calls, Courtesy calls; Upsell calls; Verification calls; Winners’ calls
• Weekly performance and service level reporting to Line Manager
• Ensuring team standards are met by achieving quality SLAs
• Escalating issues through the relevant channels
• Abiding to processes, procedures and priorities as described
• Allocating inbound support queries to correct departments or consultants for resolution
• Proactively look to further understand departmental, business and industry related matters to increase understanding and improve service levels
• Customer Relationship Management – English and Portuguese
• Working Saturday shifts on a rotational basis
• Performing translations when operationally required to/from Portuguese

Qualifications
• Matric Certificate
• Portuguese & English fluency
• Patience
• Strong communication
• Problem solving skills
• Persuasiveness
• Valid Work Permit/Visa


How Vacancies Work:
Once we have received your resume, our HR Team will review it shortly. If you’ve reached the interview stage, you’ll then hear from us via email or phone within two weeks. Unfortunately, due to application volumes we can’t give feedback to all applicants. But be sure to keep an eye out, as new job opportunities are posted here regularly.