We are currently looking for an experienced, responsible and skilled Portuguese Speaker -Customer Service Representative to join our team in Dubai.
About Hantec Having a global presence and embracing a diverse range of nationalities, our company warmly welcomes you. We take pride in our diversity, cultivating a vibrant working environment, and nurturing continuous growth. Alongside our outstanding leadership, we embrace an open-door policy, fostering a welcoming and trustworthy environment where everyone's input is valued. The opportunities for career advancement are endless, and your unique contributions will enhance our collective strength. We are a regulated London-based financial brokerage firm, and our global reach extends to 12 countries, with ongoing growth initiatives. Our mission since 1990 has been to deliver an unparalleled trading experience that adheres to fairness and transparency in every aspect; an environment that allows our clients to gain knowledge, evolve, and trade securely.
About the role As a pivotal member of the team, you\'ll be entrusted with the vital responsibility of delivering comprehensive support to customers across various platforms. Additionally, you\'ll serve as a vital link between internal departments, facilitating the resolution of intricate issues. Your primary objective as a Customer Support Representative is to guarantee customer contentment by delivering swift and efficient aid, resolving issues, and elevating the quality of their overall experience.
Your responsibilities

• Customer Experience: Provide prompt and courteous assistance to customers via various channels including phone, email, and live chat. Address customer inquiries, concerns, and requests in a timely and professional manner. Guide customers through the product, troubleshooting and issue resolution.
• Internal Support Liaison: Act as a point of contact for internal support teams in resolving complex issues or reverting to the relevant department.
• Problem Solving: Identify and analyse customer issues to determine the root causes and provide effective solutions. Use critical thinking and problem-solving skills to resolve customer complaints and challenges.
• Product Knowledge: Gain a deep understanding of company products, services, and policies. Stay update on features, updates, and changes to provide accurate information to both customers and internal teams.
• Reporting: Accurately document customer interactions, issues and resolutions. Generate reports on customer inquiries and trends to identify areas for improvement.
• Continuous Improvement: Proactively identify opportunities to improve customer support processes and procedures. Participate and host training sessions and professional development activities to enhance skills and knowledge.
• Compliance: Maintain confidentiality and adhere to company standards in customer interactions. Represent the company positively and professionally.

Your profile

• Strong organisational and communication skills.
• Results driven and will work through every avenue to achieve your objectives.
• Process driven and constantly looking at new ways to improve how things are done.
• Strong English Communication: Proficient in articulate and professional English communication, both written and verbal.
• Attention to Detail: Meticulous in ensuring precision and accuracy in all tasks.
• Adaptable Under Pressure: Proven ability to remain flexible and excel in dynamic, high-pressure environments.
• Positive Attitude: Fosters a positive and collaborative atmosphere, contributing to a cohesive team spirit.
• Experience across multiple platforms including Telegram and Discord.