Customer Care Agent

About the role

The Customer Care Contact Center is the main point of contact between InPost, end users, and private senders. As a Customer Care Agent you will deliver excellent service by handling inquiries, complaints and after‑sales requests across multiple channels, contributing to a positive customer experience and the department’s objectives.

Key responsibilities

• Provide telephone‑based customer service with a welcoming, patient and professional approach.
• Manage and respond to complaints received via e‑mail and the Complaints Portal.
• Provide accurate shipment status and logistical tracking information.
• Handle after‑sales service requests received by e‑mail.
• Collect, register and analyse customer complaints to identify recurring issues.
• Share information about recurring incidents with internal departments for continuous improvement.
• Manage and respond to customer reviews on Trustpilot.
• Support locker‑related incidents and report them to relevant teams.

Required profile

• Minimum 2 years of experience in a similar customer service or telephony role.
• Fluent in English and Portuguese to handle customer calls.
• Strong customer orientation with excellent listening and communication skills.
• Ability to manage complaints and conflict situations professionally.
• Patient, courteous telephone manner and a proactive, resolute attitude.
• Analytical ability to synthesize feedback, prioritize tasks and manage call waiting times.
• Strong organisational skills and a team‑player mindset.
• Good knowledge of Excel and a high level of commitment.

Required skills

• Excel

What we offer

• Opportunity to contribute directly to the expansion of InPost’s smart locker network across Iberia.
• Role with significant autonomy and visibility within the commercial organisation.
• Collaboration with cross‑functional teams and exposure to key strategic partners.
• Dynamic, growing environment where impact is measurable and recognised.