718 - Customer Support Representative

We need an English-fluent Customer Support Representative, based in Latin America, available to work remotely.

We are looking for someone with exceptional communication and relationship-building skills, who embraces changes while maintaining strong attention to detail. An interested and proactive person, who's constantly learning and improving their skills.

Are you the one we are looking for?

Responsibilities:

• Provide prompt and courteous assistance to customers via various communication channels, including phone, email, and chat.
• Address customer inquiries, troubleshoot issues, and provide accurate and timely resolutions.
• Investigate and analyze customer concerns, taking ownership of resolving issues.
• Collaborate with cross-functional teams, such as technical support or product development, to ensure timely and satisfactory resolutions.
• Develop a deep understanding of our products or services. Stay updated on product features, updates, and enhancements. Effectively communicate product information to customers, guiding them on product usage and best practices.
• Build strong relationships with customers, fostering trust and loyalty.
• Maintain a customer-centric approach in all interactions, understanding their needs, and providing personalized solutions.
• Handle customer complaints with empathy and professionalism. Listen actively to customer feedback, escalate issues when necessary, and proactively work towards finding solutions that meet customer expectations.
• Accurately document customer interactions, inquiries, and resolutions in the customer support system. Generate reports and provide insights on customer trends, recurring issues, and suggestions for process improvements.
• Identify opportunities to enhance the customer support process and improve customer satisfaction. Provide feedback and suggestions for product and service improvements based on customer insights.
• Assist in creating and maintaining knowledge base articles, FAQs, and other support resources. Conduct product training sessions for customers to enhance their understanding and utilization of our products or services.
• Adhere to established service level agreements (SLAs) and quality standards.
• Participate in quality monitoring programs to ensure consistency and accuracy in customer support interactions.
• Collaborate effectively with cross-functional teams, including sales, marketing, and product development, to address customer needs, share customer insights, and contribute to overall customer success initiatives.

Requirements:

• Bachelor's degree in a relevant field or equivalent work experience.
• Proven experience in a customer support or customer service role, preferably in a B2B environment.
• Excellent communication skills, both verbal and written, in English.
• Strong problem-solving and analytical abilities, with the capability to think on your feet and provide effective solutions.
• Empathy and patience in dealing with customer inquiries and complaints.
• Familiarity with customer support software and ticketing systems.
• Ability to work independently and as part of a team in a fast-paced environment.
• Flexibility to work in shifts, including weekends and holidays, as per the business requirements.
• Strong time management and organizational skills, with the ability to prioritize and multitask effectively.
• Positive attitude, resilience, and adaptability to handle challenging situations.
• Knowledge of relevant industries, products, or services is advantageous.
• Familiarity with CRM systems and remote support tools is a plus.