Customer Support Representative
About the Role
We are seeking a skilled Customer Support Specialist to join our team. As a key member of our support team, you will play a vital role in ensuring that our customers receive prompt and effective assistance.
Your primary responsibility will be to provide timely and accurate responses to customer inquiries via chat and tickets, based on our comprehensive knowledge base and training materials.
You will work closely with your colleagues to maintain high levels of customer satisfaction and meet departmental KPI standards.
Key Responsibilities
* Provide Excellent Customer Service: Respond to customer inquiries in a friendly and professional manner, resolving issues efficiently and effectively.
* Maintain KPI Levels: Work collaboratively with your team to achieve and maintain high levels of customer satisfaction and meet departmental KPI standards.
* Stay Informed: Stay up-to-date with company policies, announcements, and updates to ensure effective communication with customers.
* Adhere to Working Hours: Demonstrate punctuality and adhere to assigned working hours, including scheduled shifts.
* Identify and Report Issues: Identify and report system errors or service disruptions to your team lead or senior agents.
Requirements
* Language Skills: Fluency in English, Spanish, and Portuguese.
* Communication Skills: Excellent communication skills, with the ability to respond quickly and efficiently to customer inquiries.
* Customer Service Skills: Demonstrated excellent customer service skills, including empathy, accuracy, compassion, responsiveness, resourcefulness, and conscientiousness.
* Availability: Availability to work a schedule from Monday to Friday (3 PM to 11 PM GMT+3), with Saturday and Sunday as days off.
Preferred Qualifications
* Work Experience: Previous experience in customer support is an asset.
* Technical Skills: Familiarity with Jira and Confluence is a plus.
Benefits
* Expertise Development: Opportunities for networking, exchange of experience, and internal and external training at the company's expense.
* Affecting Results: The ability to make a real impact in your work, with minimal bureaucracy and approvals.
* Comfortable Conditions: Remote work and a friendly atmosphere, rich corporate life.
* Stability: Competitive official salary, advanced benefits system.