Telemarketing Complaint Resolution Specialist

I need a calm-under-pressure professional who can work from home handling Portuguese-speaking customers by phone and chat, with the main goal of resolving complaints quickly and courteously. Your typical day will revolve around receiving inbound contacts, identifying the root of each issue, logging the case in an Excel sheet, and either closing the matter yourself or forwarding it to the right internal team when escalation is required.

Because most of the interaction is voice based, a clear, friendly tone and excellent diction are mandatory. Advanced Office skills (especially Excel for call tracking and Word for summary reports) will help you move fast, and if you are comfortable creating simple visual guides in PowerPoint or Canva that is a plus, though not a strict requirement.

You will work entirely remote, set up your own workstation, and keep consistent availability within agreed-upon Brazilian business hours. I will provide the call script, product documentation and access to the ticketing system; you will bring your customer-first attitude and your ability to turn dissatisfied callers into satisfied clients.

Key deliverables:
• Daily complaint log in Excel with status, resolution notes and next-step owner
• Weekly performance recap (total contacts, resolved vs. escalated, average handling time)
• Immediate notification of any critical or repeat issues that could impact overall satisfaction

Acceptance criteria: logs must be 100 % complete and accurate by end of shift, resolution rate of at least 85 % on first contact after onboarding month, and polite, professional language in every interaction.

If you pride yourself on empathy, clarity and diligence, I look forward to working together.