Careers
Portuguese Customer Support Agent
- Location
- Mexico City
- Work mode
- Hybrid
- Type
- Full-time
- Level
- Mid
- Language
- Portuguese
- Department
- Customer Experience, Portuguese Desk
- Shift
- 08:00 to 20:00 Brasília time, Monday to Saturday
- Requisition
- CSMX-BPO-009
About the role
You will serve Brazilian and Portuguese-speaking customers from our Mexico City operation, with customer support and administrative support for companies operating in the Brazilian market and the Lusophone region. Brazil is the largest market in Latin America, and Brazilian Portuguese has register and cultural nuances we train explicitly. Speaking Portuguese correctly is not enough: you must sound natural to the person on the other side.
Key responsibilities
- Atender solicitudes de clientes en portugués por voz, chat, correo y WhatsApp
- Resolver en el primer contacto siempre que sea posible
- Documentar cada interacción de forma completa y precisa en el CRM del cliente
- Respetar el registro y las convenciones del portugués brasileño en la atención
- Gestionar reembolsos, cambios de pedido, ajustes de servicio y dudas de facturación dentro de los límites
- Escalar los casos complejos o de alta severidad según el protocolo documentado
- Manejar situaciones sensibles con técnicas de desescalada
- Cumplir los objetivos de calidad, tiempo de atención y resolución del programa
- Mantener la confidencialidad de los datos conforme a la LFPDPPP
- Participar en las reuniones diarias, las calibraciones de calidad y las capacitaciones
Requirements
- Portugués nativo o nivel C1, con excelente expresión oral y escrita
- Español B2 o superior, evaluado antes de la oferta
- Bachillerato terminado
- Disponibilidad para trabajo híbrido con base en Ciudad de México
- Disponibilidad de lunes a sábado según la escala indicada
- Identificación mexicana vigente y derecho a trabajar (CURP y RFC)
Preferred
- Experiencia en atención al cliente, call center o soporte
- Vivencia en Brasil o en país lusófono
- Inglés B1 o superior
- Conocimiento de plataformas CRM
- Formación técnica o universitaria
Career path
Agente en Portugués → Especialista → Team Leader, Mesa de Portugués → Formador → Gerente de Operaciones
What we offer
- Direct employment with Corpshore Mexico under the Federal Labour Law
- IMSS social security registration from day one
- INFONAVIT housing fund and retirement savings (SAR and Afore) as required by law
- Year-end bonus (aguinaldo) above the legal minimum
- Leave under the vacaciones dignas reform, with a vacation premium above the legal minimum
- Statutory profit sharing (PTU)
- Grocery vouchers and a savings fund with employer contribution
- Major medical insurance for eligible roles, with family cover options
- Paid initial training and continuous development throughout employment
- Sponsored professional certification for eligible roles (COPC, ITIL, Six Sigma, HDI, ICMI, technical and cloud certifications)
- Language development support, with a focus on progression from B2 to C1 in English
- Documented career path with internal promotion prioritised
- Staff wellbeing programme, including on-site psychological support for accounts handling sensitive content
- Access to career opportunities across the global Corpshore network
Equal opportunity and data protection
Corpshore Mexico is an equal opportunity employer. We consider all qualified applicants without regard to gender, age, origin, religion, disability, marital status or any other characteristic protected under the Federal Labour Law. Personal data provided during selection is handled under the LFPDPPP and its Regulation, used solely for recruitment and retained under our documented policy. You may exercise your ARCO rights by contacting info@corpshore.solutions.
Apply for this role
Apply directly on this page. Attach your CV in Spanish, English or both. If no current vacancy matches your profile, join our talent community and we will contact you when a suitable role opens. Applications are reviewed daily and shortlisted candidates are contacted within five business days.