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The Customer Care Brands role is responsible for managing an assigned customer portfolio while ensuring high-quality service delivery across all touchpoints. Reporting directly to the Brands Team Leader, this position combines direct customer interaction with proactive shipment monitoring, incident management, and performance tracking.

The Customer Care Brands professional acts as a key link between customers and internal departments, ensuring efficient resolution of incidents, continuous improvement of service quality, and achievement of Customer Care objectives in a dynamic environment.

This role requires a proactive, organized, and customer-focused professional with strong communication skills and experience in customer service operations.

What responsibilities and objectives will you have?

Key Responsibilities

Manage the assigned customer portfolio, ensuring excellent service levels.
Provide direct customer service via calls, emails, and system requests.
Proactively monitor shipments and anticipate potential issues.
Manage incidents end-to-end, coordinating with internal departments to ensure timely resolution.
Maintain continuous communication with customers, answering queries and handling requests.
Monitor service quality through KPIs and performance indicators.
Analyze weekly and monthly results, providing evaluations and feedback.
Define and implement action plans to achieve quality objectives.
Ensure proper application of internal procedures and processes.
Contribute to the achievement of Customer Care department objectives.

Well, what will the requirements be?

Minimum 3 years of experience in a similar customer service or customer care role.
Strong customer-oriented mindset with proven conflict management skills.
Excellent communication abilities and team-player attitude.
High level of organization, rigor, and ability to prioritize tasks effectively.
Proactive, dynamic, autonomous, and solution-oriented profile.
Experience working with quality indicators and reporting.
Good knowledge of Microsoft Excel.
Working knowledge of English and Portuguese.
Degree is valued but not mandatory.

What do we offer?

Language platform
Wellbeing programme
Flexible working hours
Online platform for lifelong learning
Competitive salary
Flexible remuneration services can be contracted

Why join us?

Because we don’t settle — we go further and multiply impact (10X Attitude).
Because we design every transformation around real customer value (Passionate About Customers).
Because we make things happen fast and smart — not perfect, but done (Go, Go, Go).
Because we believe the future belongs to those who rethink what’s possible (Dare to Disrupt).
Because we win together — diverse, collaborative, driven by one shared vision (One Goal, One Team).

Inclusive Culture

InPost has an Equal Opportunities Plan that promotes equality at all levels. We aim for equality in the company's workplaces, as it is focused on promotion, within and outside the company, as well as gender equality, diversity, equity and inclusion of people regardless of their abilities and conditions.

Customer Care - Brands

Customer Care - Brands

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