Customer Support Agent

Há 4 dias

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 hands-on 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 third-party 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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