Deliver exceptional customer experiences through prompt and effective assistance in chats and tickets, utilizing knowledge base and training materials to address inquiries.
Key Responsibilities
* Provide timely support to customers, adhering to department standards for KPI levels.
* Stay informed about company policies, announcements, and updates to ensure seamless communication with customers.
* Maintain punctuality in scheduled shifts and adhere to assigned working hours.
* Identify and report system errors or service disruptions to the team lead or mid/senior agents.
* Evaluate complex customer issues and escalate them to the team lead or mid/senior agents for proper follow-up and resolution.
Requirements
* Bilingual proficiency in English, Spanish, and Portuguese is essential.
* Excellent communication skills, quick problem-solving abilities, and strong empathy towards customers are a must.
* Candidates should possess excellent customer service skills, including accuracy, responsiveness, and resourcefulness.
* A flexible schedule from Monday to Friday (3 PM to 11 PM GMT+3) with Saturday and Sunday as days off is required.
Preferred Qualifications
* Previous experience in customer support roles.
* Familiarity with Jira and Confluence.
Benefits
* Expertise development opportunities.
* Collaborative work environment with top-notch professionals.
* Flexibility and autonomy to control process development and alignment of global operations.
* Remote work options and friendly atmosphere.
* Competitive official salary and advanced benefits system.