Senior Customer Service Representative With Portuguese - Remote Eligible

Senior Customer Service Representative

The Senior Customer Service Rep serves as a more experienced and knowledgeable point of contact for customers compared to entry-level CSRs. Their overview and overall purpose involve; Advanced Issue Resolution, Mentorship and Training, Process Improvement, and Customer Service Management. The purpose of Senior CSRs is to provide exemplary service, support their team members, contribute to continuous improvement efforts, and cultivate strong relationships with customers to drive satisfaction and loyalty.

Key Accountabilities:

• Support the sales team by answering inquiries, assisting with order processing, and resolving customer issues promptly.
• Collaborate with sales and business support to identify customer needs and upselling opportunities.
• Develop and maintain strong customer relationships through regular communication and personalized interactions.
• Monitor customer accounts for changes or issues and proactively offer solutions to maximize sales potential.
• Mentor junior team members and assist with training and development.
• Work cross-functionally to improve customer service processes and provide feedback to management.
• Handle escalations and complex problems efficiently.
• Participate in projects, integrations, and continuous personal skill enhancement.

Experience & Skills:

• Minimum 4 years of customer service experience (internal or external).
• Fluent in English and Portuguese, with excellent verbal and written communication skills.
• Intermediate computer skills; proficient in MS Office, ERP systems (SAP/JDE/AS400).
• Strong problem-solving, decision-making, and communication skills.
• Ability to adapt to changing environments and work collaboratively across teams.
• Knowledgeable about company products/services to provide accurate support.

Benefits:

• Meal Vouchers (30 RON per each working day)
• Life Insurance
• Private Medical Care
• Holiday Allowance
• Christmas and Easter Bonus
• Extra vacation days (Birthdays and 1 additional day added every year of employment)
• Annual Bonus (Target based)

Why Join Us?

At Diversey, you will be part of a dynamic, international team, working on innovative solutions that shape the professional cleaning and hygiene industry. We offer exciting career growth opportunities in a global organization that values innovation, sustainability, and collaboration. If your experience looks a little different from what we've identified and you think you can bring value to the role, we'd love to learn more about you. At Solenis, our greatest asset is our people. That is why we offer competitive compensation, comprehensive benefits, and numerous opportunities for professional growth and development. So, if you are interested in working for a world-class company and enjoy solving complex challenges, whether in the lab or the field, consider joining our team.