bilingual Portuguese | up to 110k monthlyAyuda Business Mgt. Solutions Inc.

OVERALL PURPOSE: The SC Agent provides functional support for resolution of customer problems, requests and queries. Primary responsibilities are focused on customer contact or transaction processing.
RESPONSIBILITIES:
• Responsible for responding to language specific transactions
Receives and logs internal and/or external customer problem/request/issue and ensures proper documentation
Performs customer request/problem identification and follows defined procedures to resolve correctly.
• Performs incident notification and escalation to ensure problems/requests/issues are communicated effectively and receive proper management attention
• Develops and maintains knowledge of customer and customer specific business environment
• Develops and maintains an understanding of customer Service Level Agreements and department's/product's key performance requirements
• Develops and maintains product knowledge, industry knowledge, and business and professional skills by participating in on-the-role training and classroom training
• Demonstrates understanding of the customer's business needs or market and maintains high customer satisfaction ratings
• Develops and maintains knowledge of order entry, incident management and knowledge management tools, client information systems, and service desk procedures
May perform follow up on incidents with customer to ensure customer satisfaction
May assist with monitoring and tracking incidents to ensure resolution occurs within the customer Service Level Agreement
• May be assigned to other tasks as required by Agile"
• Follow up on incidents with customer to ensure customer satisfaction
• Assist with monitoring and tracking incidents to ensure resolution occurs within the customer Service Level Agreement
• May act as the primary knowledge resource for a product/service and use this knowledge to raise process and/or procedure improvement opportunities to supervisor/team lead
• May identify root causes for customer dissatisfaction and recommend solutions to improve overall customer satisfaction
• May take accountability for effectively handling senior level escalations or customer complaints received via various sources
OTHERS:
Project Shift Schedule: Night Shift Project
Rest Day: Weekends Off Project/Team
Location: Mandaluyong Robinsons Cybergate Tower 2, Philippines
SKILL AND QUALIFICATIONS: Portuguese and English language only. No domain, but preferably with voice experience Minimum Language Proficiency: Familiar/Efficient Intermediate Customer Service Intermediate computer skills Intermediate analytical skills
BENEFITS WILL BE DISCUSS FURTHER UPON INTERVIEW
Summary of role requirements:
Looking for candidates available to work on weekdays
1 year of relevant work experience required for this role
Work visa can be provided for this role
Expected start date for role: 05 July 2023