Description:
We are seeking a Customer Support Specialist to assist and resolve customer requests, ensure satisfaction, and foster positive relationships. This role includes handling inquiries, troubleshooting problems, providing product or service information, and facilitating timely and efficient solutions, with a particular focus on credit. The ultimate goal is to enhance the customer experience and maintain the company’s reputation for exceptional service.
How You’ll Contribute
- Responding to customer requests through phone calls, emails, and other interactive channels.
- Accurately capturing each customer request via phone calls on Zendesk for follow-up purposes.
- Ensuring all conversations with customers adhere to compliant regulatory standards.
- Escalating complex or unresolved customer requests to the appropriate support or management team.
- Collaborating with team members to resolve customer requests promptly.
- Perform adhoc tasks as assigned by management.
- Share customer feedback with team leads to identify areas for service delivery improvement.
- Attend regular meetings and training sessions to stay informed about the job and company developments.
Who You Are
- Minimum of 1–2 years' experience in customer support, ideally within a fintech or banking environment.
- At least six months of experience working in a call centre team.
- Strong proficiency in English, Portuguese, or Spanish.
- Excellent written, verbal, and non-verbal communication skills, with keen attention to detail.
- Exceptional problem-solving abilities to troubleshoot customer issues and provide scalable solutions.
What You Will Bring
- Prior experience in Credit or Financial Services is a strong advantage, particularly in regulated or high-trust environments.
- Comfortable using Google Workspace and CRM platforms, with the ability to learn new tools quickly.
- Excellent communication, empathy, problem-solving, and collaboration skills.
- A self-starter who can work independently, manage priorities effectively, and consistently deliver high-quality work across multiple tasks and deadlines.