Customer Service Representative (Portuguese Speakers) - Fully Remote Upon Training Completion

The Customer Service Representative (CSR) will be responsible for providing support for a wide range of services. As the first point of contact, the CSR will represent the brand by delivering a low-effort experience and driving a complete resolution of the customer’s needs. The CSR will support customers, partners, and employees through a variety of channels, such as phone, email, and chat. Complex and out-of-scope work will be passed quickly to the next level of support.

DUTIES AND RESPONSIBILITIES

• Handling and driving the resolution of the inbound requests coming through different channels (phone, chat, email, and web) and on different platforms.


• Analyzing the problem and providing resolution by investigating potential solutions using troubleshooting skills and all available resources. When needed, handing over the case to different internal teams.


• Training, educating, and guiding the customer on all supported applications as per the customer’s requirements.


• Preparing the needed documentation.


• Collaborating with internal and external stakeholders and organizations.


• Delivering any other tasks assigned by the direct leader or manager.

QUALIFICATIONS AND REQUIREMENTS

Education:

• A university degree will be a plus.

Skills:

• Computer savvy and confident in their ability to make full use of the Internet.


• Strong listening skills to ensure a detailed understanding of the support request and remaining calm in stressful situations.


• Strategic thinking, being decisive, identifying the root cause, and looking beyond the initial symptoms.


• Focused on the outcome, ensuring a satisfactory resolution for the customer.


• Understands customer and business needs and learns quickly and eagerly.


• Is self-assured, self-motivated, and inspires others to succeed.


• They are proactive and open to sharing information, and they are always looking for what is best for the customer.


• Outstanding problem-solving abilities.


• Empathy and related soft skills for establishing customer rapport.


• Must be fluent in English and Portuguese.

WHAT WE OFFER

• Comprehensive Benefits: Enjoy a robust benefits package including private insurance.


• Job Security: Benefit from an indefinite contract.


• Inclusive Environment: Thrive in a diverse and inclusive work environment.


• Career Growth: Access equal opportunities for career advancement.


• Continuous Learning & Training: Gain access to a wide range of Cisco courses and training materials, alongside soft and hard skills development led by Estarta experts.


• On boarding Phase: The first month includes full-time training, Monday to Friday, 09:00-17:00 (on-site), fully remote upon training Completion.


• Employment Status: Full-time.


• Working Hours for Full Time: AMER Region (15:00 - 23:00).


• Fixed Salary: 1.200 gross/per month.