• Provide timely, accurate, and professional support to customers through live chat, email, and phone. • Handle inbound and outbound customer interactions, including service-related follow-ups and telesales activities where required. • Deliver a high-quality customer experience in every interaction with clients. • Support LATAM clients with a strong understanding of local customer behavior, communication style, and service expectations. • Follow established SOPs, internal guidelines, and service standards in daily operations. • Meet individual and team KPIs, including response time, resolution quality, customer satisfaction, and productivity metrics. • Identify, escalate, and document customer issues, operational gaps, and recurring service challenges to the Team Leader. • Highlight common customer enquiries, trends, and pain points to support continuous process and product improvement. • Manage customer expectations effectively and escalate complex cases to the Team Leader when needed to achieve fair and practical solutions. • Stay up to date with product knowledge, process changes, campaigns, and system updates through regular training and team briefings. • Attend and actively participate in team huddles, training sessions, and operational meetings. • Collaborate closely with internal stakeholders to ensure smooth issue resolution and service delivery. • Embody Zeal Group’s core values in all interactions with customers and colleagues.

• Help maintain and organize company documentation, ensuring accuracy, structure, and consistency across internal content • Maintain and coordinate company documentation by processing publishing requests from document owners • Publish new documents in WordPress and update related files in Google Drive • Update and maintain existing documentation in WordPress • Manage publishing and content update requests • Maintain the structure and organization of the internal knowledge base • Conduct documentation audits to ensure accuracy and relevance • Communicate with document owners to clarify requirements and coordinate updates • Process internal feedback forms related to documentation

Role Description Mercier Consultancy is pleased to offer an exciting opportunity for a Portuguese Speaking Customer Care agent to join our Client's Digital Banking team in Greece. This position includes fully paid relocation, providing a fantastic chance for talented professionals to advance their careers in a dynamic and innovative banking environment. In this role, you will provide expert support to Portuguese-speaking customers, assisting them with digital banking services, resolving inquiries, and ensuring a seamless banking experience through digital channels. - Provide exceptional customer care in Portuguese through phone, email, and chat platforms for digital banking clients. - Assist customers with account management, transaction inquiries, online banking navigation, and troubleshooting. - Ensure timely resolution of customer issues, maintaining high satisfaction levels. - Document customer interactions accurately in CRM systems and follow up as necessary. - Collaborate with internal teams including technical support and compliance to address customer concerns. - Stay current with digital banking products, policies, and regulatory requirements. Qualifications - Exceptional fluency in Portuguese and a minimum of B2 in English (written and spoken) is essential. - Experience in customer service, preferably within digital banking or financial services. - Strong communication and interpersonal skills with a customer-focused approach. - Ability to work effectively in a fast-paced, technology-driven environment. - Excellent problem-solving skills and attention to detail. - Familiarity with CRM software and banking systems is a plus. - Willingness to relocate to Greece and embrace the local culture and lifestyle. Benefits - Competitive Monthly Salary - Fully Paid Relocation Package - Fully Paid Training - Health Insurance - 2 Extra Salaries per year - And Much More...

Role Description Mercier Consultancy is excited to offer a rewarding opportunity for a Portuguese Speaking Customer Service Agent to work and live in Greece. This exceptional role involves providing top-notch customer support to Portuguese-speaking clients, ensuring their needs are met with the utmost professionalism, empathy, and care. Candidates will be part of a dynamic and vibrant work environment that encourages growth, collaboration, and continuous learning. This position not only allows you to showcase your language skills and customer service expertise but also enables you to immerse yourself in the rich culture and stunning landscapes of Greece, making it a truly unique and fulfilling career experience, and enabled by a fully paid for relocation package to Greece. - Respond promptly and effectively to inquiries from Portuguese-speaking customers. - Provide accurate information about products and services, addressing customer needs and concerns. - Resolve customer complaints in a timely and professional manner to ensure high satisfaction. - Maintain detailed and accurate documentation of customer interactions in the CRM system. - Collaborate with team members to improve service delivery and enhance overall customer experience. - Stay informed about company updates, product changes, and market trends to provide relevant support. Qualifications - Exceptional fluency in Portuguese (spoken and written) is essential. - A minimum English proficiency of B2 is required. - Previous experience in customer service or a related field is preferred. - Strong communication skills and a customer-focused approach. - Ability to handle challenging situations calmly and effectively. - Familiarity with CRM systems and basic computer applications. - Self-motivated, adaptable, and comfortable working independently in a remote or office-based environment. - Willingness to relocate and live in Greece, embracing a new culture. Benefits - Competitive Monthly Salary - Fully Paid Relocation Package - 2 Extra Salaries Per Year - Fully Paid Training - Health Insurance - And Much More...