**Customer Contact Manager** **Location:** Alfragide C. Santos VP is a benchmark brand in the Portuguese automotive sector, the official representative of Mercedes-Benz, smart, Aston Martin, and Maserati. With a presence across multiple locations — Lisbon, Cascais, Porto, South Bank, and Madeira — the company boasts over one hundred years of history, distinguished by technical excellence, innovation, and outstanding customer service. Join us at https://www.csantosvp.pt **Job Description:** We are seeking a dynamic, customer-oriented professional with strong communication skills and a focus on service excellence. This role plays an essential part in shaping the customer experience and developing new business opportunities. * Customer service to address general inquiries, schedule/arrange workshop and sales point appointments, provide quotations, and update vehicle status for vehicles in workshops; * Customer prospecting through management of leads generated from manufacturer platforms, identifying and promoting new business opportunities. Lead qualification and conversion of prospects or customer retention; * Ensuring CRM customer data accuracy and timely updates for every incoming or outgoing contact, in compliance with GDPR requirements; * Categorizing all incoming and outgoing contacts; * Cross-selling and up-selling by identifying opportunities to offer customers additional products or services (e.g., Service Contracts / Warranty Extensions) based on their needs; * Outbound calls to promote time-limited campaigns defined by Marketing, APV, or Sales teams, aimed at generating new business opportunities or supporting customer follow-up; * Outbound calls to conduct satisfaction surveys, as recommended by the brands; * Managing and recording customer complaints or expressions of dissatisfaction to ensure a positive customer experience; * Ensuring compliance with company policies, regulations, and established practices. **Required Profile:** * Proven experience in customer service roles, preferably within dynamic, results-driven environments; * Academic qualifications equivalent to completion of secondary education (12th grade) or a bachelor’s degree; * Proficiency in computer applications, particularly Microsoft Office; * Fluency in English, both spoken and written, to enable effective communication with international customers and partners; * Strong customer and service quality orientation; * Active listening skills and clear, empathetic communication; * Analytical competence to interpret data and propose improvements to customer service and satisfaction processes. **We Offer:** * Integration into a competitive team committed to continuous training and offering real career progression opportunities; * Compensation commensurate with your experience and the value you bring to the role; * Meal vouchers, health insurance, and access to various agreements and partnerships promoting your well-being; * Employee support program focused on physical, mental, and emotional well-being. We distinguish ourselves through technical excellence, innovation, and outstanding customer service, and we seek professionals eager to grow with us and become part of a team that values rigor, trust, and passion for the automotive industry. Join us on this new journey: https://csantosvp.pt Position Type: Full-time