Bilingual Customer Service Agent

12 Minutes ago • 1 Years +

Localization

Job Description

This role involves providing exceptional customer service and support, managing customer inquiries and cases through CRM, resolving account closure issues, prioritizing claims, and guiding customers on service interaction. The agent will also coordinate with internal teams and promote new technologies, all while maintaining a focus on customer experience.

Good To Have:

Training related to handling, improvement and process management.

Must Have:

Manage responses to internal and external customers, in a timely manner, through the efficient administration of cases generated through the CRM Service Cloud platform of the Salesforce suite and those defined for continuity and service attention.
Provide service and support in the resolution of account closure cases, to ensure resolution and provide continuity of service excellence.
Prioritize claims and incidents reported by customers, acting with a sense of urgency, and maintaining traceability from start to finish.
Train, coach and guide customers remotely in service interaction, enabling the generation of high levels of service experience to efficiently and effectively support their business processes.
Coordinate and establish an efficient interaction with the different areas of operations and business of the company, to maintain a collaborative, collaborative work impacting the excellence of service experience to our customers.
Promote new technologies defined by the company, taking advantage of recurring instances of customer contact.
Academic bachelor's degree
Advanced English at a conversational, reading and writing level (B2+ and above)
Minimum 1 year of experience in areas of Service or Customer Service and/or Call center
High analytical skills
Good use of office tools and excellent writing skills
Excellent communication and teamwork skills
Able to work in changing, challenging and pressurized environments
Focused on the voice and journey experience of the customer and their customer journey with the company, in order to deliver on the promise of value.
Passionate about service, with a genuine interest in understanding and identifying customer needs and seeking to satisfy them effectively.

Perks:

Be part of an evolving global organization focused on transformation and innovation.
A support system where you have a safe place to voice your opinion, share feedback and be truly authentic.
Global connectivity to learn from over 26,000 teammates in 52 countries.
Be part of a winning team that embraces diversity, inclusiveness and our differences.
Competitive Total Reward offers to support your career, your family, your personal well-being, your financial well-being and your retirement.
Monday through Friday workday under the hybrid mode of Telework (Remote and occasional in-office attendance).
Transportation service (from Portal 80 to the office and back) for face-to-face working days.
Technology equipment and accessories for the development of the assigned tasks.
Opportunities for professional development and growth.

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ABOUT THIS OPPORTUNITY:

Attend and support our customers from the Customer Care department, executing daily tasks involving customer care and support according to global, global strategies and standards delivering an extraordinary service experience.

RESPONSIBILITIES:

Manage responses to internal and external customers, in a timely manner, through the efficient administration of cases generated through the CRM Service Cloud platform of the Salesforce suite and those defined for continuity and service attention.

Provide service and support in the resolution of account closure cases, to ensure resolution and provide continuity of service excellence.

Prioritize claims and incidents reported by customers, acting with a sense of urgency, and maintaining traceability from start to finish.

Train, coach and guide customers remotely in service interaction, enabling the generation of high levels of service experience to efficiently and effectively support their business processes.

Coordinate and establish an efficient interaction with the different areas of operations and business of the company, to maintain a collaborative, collaborative work impacting the excellence of service experience to our customers.