MetLife

The Team You Will Join

The Customer Service department at MetLife Portugal is dedicated to addressing customer inquiries, resolving complaints, processing orders, and providing information to our clients. They also work to diagnose root causes to create and recommend corrective action plans, ensuring the highest possible standard of service is provided to our customers.

The Opportunity

The Customer Care Specialist is responsible for responding to customer inquiries, taking ownership of customer issues and handling complaints. Building strategies for improving the overall customer experience and fostering loyalty.

This is an exciting opportunity to work within the Customer Service Team and support our business. The Customer Care Specialist is responsible for delivering exceptional customer service, being the first point of contact for our customers, ensuring a positive long-lasting impression is paramount to our success.

The Customer Care Specialist will promote and create a relationship between MetLife and our clients by actively supporting MetLife business in accordance with corporate guidelines, creating an environment to maximize retention and opportunities by understanding customer circumstances and discuss alternative solutions available.

Success in this role requires:

• Relationship Building – Advanced levels of conflict resolution, active network building and the ability to influence others to gain support for ideas.
• Active Listening – ability to fully concentrate, understand, respond to a customer, it involves giving verbal and non-verbal feedback, asking clarifying questions and ensuring the customer feels heard and valued.
• Problem Solving – analyze a situation, identify the root cause of customer´s issue and find effective solutions, this involves critical thinking, creativity and decision-making under pressure.
• Customer Centricity - Involve customer centricity into daily processes, understand customer behavior better and develop strategies for personalized customer experiences

How You’ll Help Us Build a Confident Future (Key Responsibilities)

• Serve as the primary point of contact for policyholders, beneficiaries, and agents.
• Answer customer inquiries regarding policy details, claims, premiums, coverage options, and policy changes.
• Assist clients with policy applications, updates, and document submissions.
• Handle customer complaints and escalate complex issues to the appropriate department.
• Provide guidance on claim filing processes and follow up on claim statuses.
• Ensure all customer interactions are recorded accurately in the system.
• Educate customers on policy benefits, terms, and available options.
• Process policy renewals, cancellations, and adjustments as per company guidelines.
• Collaborate with underwriters, claims adjusters, and sales teams to resolve customer concerns.
• Maintain compliance with company policies, industry regulations, and data privacy standards.

 What You Need to Succeed (Required Qualifications)

• Native Portuguese speaker with business level English 
• Previous experience in customer service, any sector considered such as retail or hospitality ETC 
• Excellent verbal and written communication skills.
• Ability to multitask and handle high-volume customer interactions.
• Strong problem-solving skills and attention to detail.
• Proficiency in Customer Relationship Manager (CRM) software and Microsoft Office Suite.
• Ability to work both independently and within a team.

What Can Give You an Edge (Additional Skills)

• Experience of working in the insurance or financial sector.
• 3 -5 of years of experience in Customer services department.
• Strong knowledge of life insurance policies, terms, and processes (preferred).
• Mastering CRM tools and analyzing customer data for insights.
• Understanding AI-powered customer service tools.
• Compliance & Legal awareness.