Customer Service Agent

Description

Job Summary: We are seeking a Customer Service Agent to handle telephone inquiries, analyze complaints, prepare reports, and clarify customer doubts—ensuring customer satisfaction. Key Highlights: 1. Integration into a solid and credible Group 2. Professional and personal training and development 3. Real opportunity for career progression **.buttontext1c2d16bbe03c4774 a{ border:** 1px solid transparent; } .buttontext1c2d16bbe03c4774 a: focus{ border: 1px dashed \#5a5a59 !important; outline: none !important; } A century-old reference in the automotive and mobility sector, the JAP Group represents 15 automobile brands across more than 60 sales and repair points under CARBY, owns MATRIZAUTO (the country’s largest megastore for semi-new and used vehicles), and holds the master franchise for SIXT rent-a-car in Portugal. Nationally, it is also a benchmark in the agricultural and industrial machinery and material handling markets, through Entreposto Máquinas—the official representative of over 10 brands in this sector. In Africa, the Group operates in Angola, Kenya, Uganda, and Tanzania, where it is a growing force in the heavy vehicle (MAN) and agricultural/industrial machinery markets. In Mozambique, under the Entreposto brand, it is a benchmark provider of mobility solutions—including light and heavy vehicles, agricultural and industrial machinery, and related services. Joining the JAP universe means committing to evolution and diversity across markets, customers, geographies, people, and teams. If you seek an attractive professional challenge, this project is for you! Customer Service Agent Responsibilities Handle telephone inquiries from customers, contacting necessary internal and external stakeholders to ensure appropriate responses, clarify doubts, and contribute to customer satisfaction; Analyze complaints and decide on offering vouchers or other customer loyalty measures, aiming to maintain customer satisfaction levels; Prepare reports following customer interactions, formalizing the situation and resolution method to document the process; Open customer cases on the platform to formally record contact details and actions taken; Internally share customer service-related information on the internal complaint platform, compiling all reported issues in a single location; Clarify internal queries regarding legal proceedings arising from customer complaints, supporting case follow-up; Provide clarifications to regulatory bodies (e.g., AMT and DECO) concerning customer complaints, adhering to required priorities and deadlines; Act as liaison between the Finance Department (to process customer refunds) and the customer (by sending refund confirmation), when applicable; Serve as liaison with SIXT International for forwarding and subsequent local customer support; Perform other duties not specified above, essential to achieving objectives and ensuring SIXT’s smooth operation. Profile Minimum mandatory education level (12th grade); Minimum 1 year of customer service experience, preferably; English language proficiency; Proficiency in Microsoft Office applications; Class B driver’s license; We Offer Integration into a solid and credible Group currently implementing multiple growth initiatives. Training and opportunities for professional and personal development. Real opportunity for career progression, aligned with performance and demonstrated competencies. Competitive working conditions and social benefits (Health Insurance, Life Insurance, and access to a Pension Plan).