Customer Care Representative
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Do you want to love what you do at work? Make a real impact? Help shape experiences that transform how people connect, celebrate, and engage with events?
Are you excited to work with a team that challenges the status quo, breaks away from the ordinary, and builds what's next?
If yes, you're in the right place.
Role Overview The Contact Center Agent is responsible for handling the department's inbound and outbound calls, including sales and telemarketing calls, and providing customers with the services they are looking for. The agent handles customer complaints and inquiries through all customer service channels, acts as a source of information, collects customer feedback, and enhances customer satisfaction. Agents are also responsible for supporting client merchants and service providers by collecting their feedback and leads, handling their inquiries and complaints.
Key Responsibilities
Follow company policies and instructions, and maintain the company's equipment and prestigious image
Adhere to working hours, schedules, breaks, and tasks assigned; deliver work before the deadline
Answer contact center inbound calls and serve customers with the required services
Handle inbound and outbound customer transactions across all channels including voice, WhatsApp, social media, email, live chat, and any other customer service channels
Handle customer complaints, inquiries, and feedback through all customer service channels; ensure mastery shopping services and enhance customer satisfaction
Escalate customer complaints and feedback to the concerned department and follow up to get a solid solution
Make outbound telemarketing and sales calls for company projects
Collect and accurately record customer feedback and information
Maintain and achieve individual Key Performance Indicators (KPIs) including quality scores, resolution time, and customer satisfaction metrics
Contribute to enhancing overall customer experience and satisfaction
Update customer records and case logs in the CRM system accurately
Qualifications
Bachelor's degree in Business, or a related field
1–2 years of experience in a call center or customer support environment
Languages
Fluent in English (spoken and written)
Fluent in Portuguese (spoken and written)
Technical Skills
Good computer literacy and confident use of standard office applications
Fast and accurate typing skills
Experience with CRM or ticketing systems is an advantage
Availability
Availability to work rotational shifts, including evenings and weekends
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