Portuguese Customer Service Agent

Company Description Aura Communication is a leading HR outsourcing, staffing, and payroll outsourcing consultancy founded in 2012 and headquartered in Cairo, Egypt, with an additional branch in Miami, Florida, USA. The company operates across Egypt and the wider MENA region, including Iraq, Syria, Jordan, Morocco, Algeria, and Saudi Arabia. Aura serves as a trusted one-stop HRO/BPO partner, delivering comprehensive workforce solutions to local and international clients. Joining Aura means becoming part of a growing, regionally recognized organization that supports diverse industries and offers opportunities for professional development in a multinational environment.
Role Description This is a full-time hybrid role for a Portuguese Customer Service Agent based in Cairo, Egypt, with some flexibility to work from home. The agent will handle inbound and outbound customer interactions in Portuguese, respond to inquiries, resolve issues, and provide accurate information about products and services. Daily responsibilities include managing tickets and calls, documenting interactions in CRM systems, following up on open cases, and ensuring service levels are met. The role also involves collaborating with team members and supervisors to escalate complex issues, share feedback from customers, and contribute to continuous improvement of processes. The agent is expected to maintain a professional, courteous tone, uphold data privacy and security standards, and deliver a positive customer experience in every interaction.
Qualifications

• Strong customer-facing skills in Customer Service, Customer Support, and Customer Service Representatives roles.
• Ability to manage and improve Customer Experience and Customer Satisfaction through empathetic, solution-oriented communication.
• Fluency in Portuguese (written and spoken) and good command of English; Arabic is an advantage.
• Excellent communication, active listening, and problem-solving skills, with attention to detail and accuracy in documentation.
• Comfort with call center or BPO environments, including handling high volumes of calls or messages and working with CRM or ticketing systems.
• Ability to work in a hybrid setup in Cairo, Egypt, maintaining reliability, time management, and self-discipline when working from home.
• Previous experience in customer service or contact center roles is preferred; experience with international clients is a plus.
• High school diploma or bachelor's degree in any field; ongoing training and development will be provided.
• Foreigners with a work permit can apply.