Call Answering Agent 

About the company 

IWG has been at the forefront of the flexible workspace revolution for more than 30 years. We have made it possible for organisations and individuals everywhere to take a new approach to the traditional working day. We have over 3,400 locations across over 110 countries allowing millions of people every day to have a great day at work.  

Our customers are start-ups, small and medium-sized enterprises, and large multinationals. With unique business goals, people and aspirations. They want workspaces and communities to match their needs. We provide them with choice through our portfolio of brands, covering serviced offices (Regus, Spaces, HQ, Signature and No18), commercial real estate brokerage and managed office solutions.  

Join us at www.iwgplc.com 

Job Purpose  

The Call Answering Agent is essentially a receptionist on demand, or virtual support service for our IWG clients.   

These clients could have physical office space or contracted service at one of our IWG locations. Many businesses do not need a “dedicated” front desk resource.  However, when the phone rings into their business, they need an articulate, professional, warm personality to route their calls. Ultimately, the actions and service provided by the Call Answer Specialist are the catalyst to a great customer interaction on behalf of our clients.  We in this instance are a remote extension to their business, and a cost-effective way for them to manage their overhead.   

Key Responsibilities 

• Handle inbound calls and other methods of communication (e.g. email). 
• Work efficiently and effectively in line with company procedures and guidelines, delivering good results against our key performance indicators (customer satisfaction, productivity and deal volume). 
• Accurately record notes clearly in all relevant systems.  
• Perform other duties as assigned.  

Required Skills, Experience & Qualifications 

• Portuguese - Native Speaker/Fluent (Written and Verbal)
• English – Fluent. 
• Solid organisational skills, including the ability to prioritise and multitask in a demanding environment.  
• Ability to type 40 words per minute, with working knowledge of Microsoft Office Suite, including Word, Excel, PowerPoint and Outlook. 
• Strong written and verbal communication skills.  
• Professional phone demeanour. 
• Deliver a consistent and professional level of service always.  
• Integrative thinker, sees bigger picture as it relates to corporate infrastructure. 
• Team player recognizes the importance of leading by example.   
• High attention to detail. 
• Self- starter, independent thinker, with ability to work autonomously once trained.  
• Professional communication skills; high success rate in building and maintaining relationships.