Helpdesk Consultant

Job description

This role centres around supporting independent cosmetics business members in Portuguese, helping them understand processes, resolve issues, and grow their businesses with confidence and clarity.Communicate warmly and professionally with members, building trust and maintaining strong relationships Respond to member enquiries about products, orders and business processes, ensuring information is accurate and easy to understand Act as the link between members and internal teams, resolving problems and managing complaints constructively Request and verify proofs of payment to confirm whether orders have been paid or flagged Work on CRM and Odoo systems to locate, allocate and link payments, and share information with the appropriate finance team Investigate missing orders by confirming which platform was used, following up with relevant departments, and involving ICU consultants where needed Check and compare original orders against processed orders to identify missing items, then create detailed tickets and escalate to Aftersales Log registration queries, create tickets with full member details and notes, and escalate to the Registrations team Support the process for collection pins, explain the collection procedure clearly, and follow up on sales orders and delivery status in Odoo Liaise with Data Capturing, Processing, Collections and other teams to ensure orders are picked, boxed and ready Manage exchange requests within the 30-day return policy, checking invoices, product condition, member funds and product range status Process exchanges on Odoo (credit original sales orders, update sales files, duplicate and adjust orders, and print new invoices) while maintaining or improving members’ PV values Develop a full understanding of the online systems, business model, Business Guide and incentive structures Keep accurate records of all member interactions on the system Respond to product-related queries in a professional, friendly manner Assist with PV appeals after month-end cut-off to help members reach their goals

Requirements

• 2–3 years’ experience in customer service, CRM environments or a related field
• Confident working with CRM systems and familiar with first call resolution and query management
• Good computer literacy at intermediate level
• Excellent communication and interpersonal skills, including strong spoken and written Portuguese
• Strong coaching and mentoring abilities, with a genuine interest in helping others succeed
• Goal-oriented mindset, comfortable working towards targets and deadlines
• A real commitment to service delivery and member satisfaction
• Flexibility and reliability to meet the demands of a busy helpdesk environment
• Skills and personal attributes
• Attention to detail, precision and accuracy in all tasks
• Focus, persistence and solid time management and goal-setting skills
• Self-awareness and openness to feedback, with a proactive, self-starter attitude
• Clear, engaging communication skills
• Practical problem-solving approach and good common sense
• Energetic, people-focused, and comfortable interacting and networking with a wide range of members
• Ability to build rapport quickly, put people at ease and create positive connections
• Motivating and empowering style, with a talent for encouraging and supporting individuals and groups
• Confident yet considerate, valuing your own contribution and that of others
• Skilled at calming upset members, handling conflict and keeping conversations solution-focused
• Positive outlook with the ability to bounce back from setbacks and maintain a cheerful tone
• Receptive to feedback and willing to use it for continuous improvement
• Empathetic listener who understands different motivations and backgrounds
• Strong sense of integrity, confidentiality and ethical behaviour
• Determined, ambitious and persistent in reaching goals
• Composed under pressure, able to tolerate s

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