Job Summary: Coordinates the team's workflow, ensures customer satisfaction, and manages the customer voice, including complaints and refunds. Key Highlights: 1. Team leadership and daily challenge management. 2. Customer satisfaction focus and feedback management. 3. Opportunity for growth within a Human First culture. #### **Your Day\-to\-Day** * Coordinate the team’s workflow, remaining visible and available to support daily area challenges; * Ensure teams are informed and updated on all procedures, processes, and operational tasks; * Guarantee customer satisfaction across all Customer Relationship touchpoints; * Assign team members to various service points; * Support and guide Customer Relationship Advisors in CRM management and implement customer listening mechanisms and dynamics; * Responsible for Customer Voice Management: receive and centralize complaints, suggestions, and compliments via multiple channels; * Oversee the entire customer refund process; * Coordinate counter returns (NOK and OK). #### **Who We’re Looking For** * Secondary education (12th grade); * Over 2 years of relevant professional experience; * Proactivity and sense of responsibility; * Initiative and entrepreneurial spirit; * Autonomy and decision-making ability; * Interpersonal skills and teamwork aptitude; * Strong communication, negotiation, and influencing skills; * English language proficiency. #### **What We Offer** * Join a multinational company offering a competitive salary and variable compensation aligned with your experience and qualifications; * Benefits and partnerships with over 200 brands; * Initial training for company and role integration; * Well-being policies, including up to 30 annual leave days; * Employee referral program with incentives for each recommended candidate who joins the team; * Flexible work policy; * Meal benefits, including soup, fresh fruit, bread, butter, cereals, milk, and yogurts; * 10% discount at Leroy Merlin stores; * Health and life insurance; * One day of corporate volunteering. #### **About Us** Leroy Merlin is a leading home improvement, construction, decoration, and gardening company with a strong presence in Portugal. Committed to innovation, sustainability, and customer experience, we foster a dynamic and collaborative work environment where diversity, creativity, and proactivity are valued. We place people at the heart of every decision and live by a Human First culture, where every employee is a leader with opportunities to grow.
João Santos
Indeed · HR
João Santos
Indeed · HR
