Customer Support Agent remote role in Latin America

You will be responsible for:

• Providing product information and usability assistance based on Request Fulfillment;
• Continuously promoting services and product features and sustaining ongoing promotions in line with customer’s needs;
• Assisting customers with order initiation and fulfillment (including uncharged & unapproved)
• Analyzing all incoming automated or system generated alerts, and taking appropriate actions in accordance with the Event Management Process
• Appropriately categorize, prioritize, troubleshoot, diagnose and escalate incidents, service requests or events, based on Incident Management Process. Function as primary point of contact for incidents reported by customers;
• Identify and appropriately provide 1st level complaint analysis and troubleshooting, in line with the Complaint Management Process;
• Maintain vigilance upon all customer interactions in order to identify and escalate in a timely manner all fraudulent or abusive attempts, in line with the Fraud Management Process (1st Level Fraud prevention).

Other specific projects & tasks:

• Testing operational systems & applications when needed (Websites, Apps, Service Systems);
• Liaising with all relevant Business Units or Departments in order to ensure efficient communication related to the relevant support processes;

What you need to bring with you:

• Excellent communication skills, both written and oral;
• Proficient in English;
• Proactive attitude;
• Patience;
• Integrity;
• Customer oriented;
• Problem Solving;
• PC literate.

Require:

Very good internet connection
PC/ laptop and headsets

What we offer

• International company with international mindset
• Unique team spirit and informal work environment
• Training opportunities and career growth program
• Work with talented and collaborative coworkers who will support you and help you grow
• Additional perks as part of our culture: parties, team buildings, diverse Fun at Work activities every month.