Customer Support Agent

1 semana atrás


Porto, Porto, Portugal Angry Ventures Tempo inteiro

We are looking for a Customer Support Agent eager to build an outstanding support service and contribute to the digital transition of a well-reputed financial company.

The professional will be hired by a partner company and will work closely with Angry Ventures.


As a Customer Support Agent, you will play a key role in delivering, defining, and growing the customer service department of SGF - Sociedade Gestora Fundos De Pensões, a savings management company with over 30 years of experience.


About the company/challenge


SGF - Sociedade Gestora Fundos De Pensões offers saving management solutions for customers who wish to invest or optimize their savings.

With a highly competitive selection of financial products, the company seeks to improve its business model, transitioning to digital.


SGF - Sociedade Gestora Fundos De Pensões is part of Golden, a holding company specializing in financial advising, asset management, and brokerage.

The holding also includes Golden Wealth Management and Golden Broker.

Roles and responsibilities

  • Improve customer service experience and create engaged/loyal customers.
  • Reply to customers on several channels, including social media, website, and phone calls.
  • Work closely with other teams (commercial, marketing, and operations) to provide accurate, timely, and empathetic answers to the customers' questions.
  • Use and enhance the CRM tool, keeping it updated with relevant information.
  • Develop and document service procedures, such as FAQs or workflows.
  • Analyze customer support statistics and build reports.
  • Maintain an orderly workflow according to priorities.
  • Participate and contribute with insights to the improvement and growth of the customer support department and the company.

Requirements:

  • Excellent writing and communication skills in Portuguese and English.
  • 1+ year of handson experience as a support/customer service agent on a SaaS product.
  • Ability to adapt to and be empathic with different customers.
  • Knowledge of customer management software, such as Zendesk or Active Campaign.
  • Interest in developing CRM optimization skills, including web app thirdparty integrations and workflow automation.
  • Willingness to work with other teams to improve customer support and customer journey.
  • Analytical skills and reporting.

Location
The Customer Support Agent will work in SGF - Sociedade Gestora Fundos De Pensões office in Lisbon.

Tipo de oferta:
Full-time
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