Customer Care Agent – Alverca Do Ribatejo

About the role

Join InPost’s Customer Care Contact Center as a Customer Care Agent, acting as the primary point of contact for end users and private senders. You will deliver excellent service across multiple channels, ensuring a positive experience and supporting the company’s growth in the Iberian market.

Key responsibilities

• Provide telephone‑based customer service with a welcoming and professional attitude.
• Manage and respond to customer complaints received via email and the Complaints Portal.
• Provide accurate shipment status information and logistical tracking details.
• Handle after‑sales service requests received by email.
• Collect, register, and analyse complaints to identify recurring issues.
• Share incident information with internal departments to drive continuous improvement.
• Respond to customer reviews and feedback on Trustpilot.
• Manage locker‑related incidents and coordinate reporting with other teams.

Required profile

• Minimum 2 years of experience in a similar customer service and 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 attitude.
• Strong organizational skills and ability to prioritize tasks and manage call waiting times.
• Team player with a high level of commitment.

Required skills

• Proficiency in Microsoft Excel.

What we offer

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