Customer Support Specialist – Portuguese Speaker

About the role

UNICEF is seeking a Portuguese‑speaking Customer Support Specialist to deliver high‑quality donor assistance. The role blends direct donor interaction with an operational focus, ensuring efficient, donor‑centric service.

Key responsibilities

• Respond to donor inquiries via email and phone professionally and promptly.
• Handle complex or sensitive donor cases, providing accurate diagnosis and resolution.
• Act as an escalation point for non‑standard issues, coordinating with internal teams.
• Track, prioritize, and follow up on donor requests using the CRM or ticketing system.
• Monitor service metrics, recurring issues, and donor feedback to identify improvement opportunities.
• Propose enhancements to processes, workflows, and templates.
• Maintain and update FAQs, scripts, and internal support documentation.
• Collaborate with cross‑functional teams to improve end‑to‑end donor experience.
• Lead a small Customer Support team (1 HC) and ensure consistency in responses and tools.

Required profile

• Strong communication skills in Portuguese and English.
• Ability to manage complex donor cases and act as an escalation point.
• Experience using CRM or ticketing systems to track and resolve requests.
• Operational mindset with focus on process consistency and quality.
• Capacity to work collaboratively across departments.

Required skills

• CRM/ticketing system proficiency

What we offer

• Opportunity to contribute to UNICEF’s global mission for children.
• Professional development within an international nonprofit environment.