Portuguese Customer Service Representative – Logistics

About the role

The Logistics Service Representative II – IB Agent will support our customers by answering inbound and making outbound calls, providing high‑level personalized service to meet transportation requests for approved members.

Key responsibilities

• Answer 80+ inbound calls in a courteous and professional manner to assist customers with their transportation inquiries.
• Coordinate all transportation arrangements utilizing Customer Relationship Management (CRM) software.
• Provide excellent customer service, follow‑ups, and updates while resolving complaints, addressing escalations, and involving management as needed.
• Document customer interactions and transactions, recording details of inquiries, complaints, or comments and actions taken.
• Dispatch transportation assignments and establish partnerships with vendors.
• Perform clerical duties such as faxing, copying, emailing, filing, and inputting procedural forms.
• Own outbound/inbound communications across various channels, working cross‑functionally on programs and special projects.
• Update applicable program databases while following policy and procedures.
• Meet or exceed key performance standards, quality objectives, and performance goals.

Required profile

• 1+ year of customer service experience within a contact center.
• Ability to handle high call volume (80–90 calls per day).
• High School Diploma or GED required.
• Proficient in Portuguese (95%+).
• Proficient in English (95%+).
• Professional telephone etiquette.
• Proficiency with Microsoft Office Suite.
• Ability to work within established contractual turnaround times.
• Capacity to work under pressure, meet deadlines, and maintain a positive attitude.
• Strong attention to detail and accuracy.
• Internet speed of at least 30 Mbps download and 5 Mbps upload.
• 80% remote work with a quiet home environment.

Required skills

• CRM software
• Microsoft Office Suite

What we offer

• Health and Life Insurance
• Accenture days and 3 additional vacation days
• On‑site doctor
• Birthday leave
• Internet reimbursement