Offer summary

Qualifications:

3+ years of experience in customer service or retention roles, Basic knowledge of economic fundamentals, Strong communication skills, especially under pressure, Ability to manage multiple tasks in a dynamic environment.

Key responsabilities:

Negotiate contracts and propose solutions for client retention

Deliver excellent customer experiences through empathy

Make inbound and outbound calls to resolve contract changes

Stay updated on features, billing, and competitor programs to enhance customer interactions

Job description

Job Description

Where you’ll work: Brazil, (remote-centric)

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: simplify to automate, automate to simplify. This is where you help us achieve our mission.

Your Day to Day

As an Account Resolutions Specialist, you 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 Resolutions Specialist, your background will look like:

For review, please apply with an English-version of your CV/resume
3+ years of experience in a similar role working on a team focused on customer service or retention
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

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. rpj

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