Account Resolutions Specialist

Where you'll work: São Paulo ​, Brazil (Remote)

Customer Care and Success at GoTo
We believe in making IT easy. By delivering solutions that make it easy to securely connect, collaborate and be flexible above all else, we empower everyone to live their best life, at work and beyond. We try to live by a basic mantra: si plify to automate, automate to simplify. This is where you help us achieve our mission.

Your Day to Day

As an Account Resolution Specialist, Portuguese and English speaker, your would be working on:

• Retention --- You will use a forward-thinking mindset to negotiate contracts and propose thoughtful solutions that provide mutually beneficial results for GoTo and our clients

• Customer Service --- You will use empathy to deliver excellent customer experiences so as to better understand the needs of and delight our customers

• Collaboration --- You will take inbound calls from customers and make outbound contact to clients and internal partners to best resolve contract changes

• Business Strategy --- You will keep current on features and functionality, billing, and promotional programs as well as those of competitors to ensure we are providing value to each interaction

• Performance --- You will be accountable for meeting and exceeding performance goals including productivity, customer satisfaction, issue resolution and retention

What We're Looking For
As an Account Resolution Specialist, Portuguese and English speaker, your background will look like:

• 3+ years of experience in a similar role working on a team focused on customer service or retention in fast paced environments (Contact Centers, Tech Companies, Fintech, etc)

• Basic knowledge and understanding of economic fundamentals

• Listen, assess, and communicate effectively and positively under challenging circumstances

• Adapt and work efficiently while managing multiple simultaneous tasks in a rapidly changing dynamic environment

• Comfortable navigating multiple systems while talking with customers

• Advanced communication skills in both languages (Portuguese and English, above 80%).

At GoTo, diversity and inclusion are key to creating a thriving and dynamic work environment. Our team of GoGetters is driven to learn, explore, connect, and collaborate, valuing the unique perspectives that everyone brings to the table. We take pride in providing our employees with comprehensive benefits, wellness programs, recognition, and opportunities for learning and development worldwide. Our commitment to creating an inclusive space for everyone, regardless of gender, identity, or background, ensures that all team members can contribute to our success and thrive personally and professionally. Learn more.