Trilingual Customer Service Representative - Senior - Híbrido

Receiving end user requests for product details, warranty registration, and general inquiries.De-escalating upset customers while adhering to the client policies and procedures.Documenting both the customer concern and action to resolve the issue in the CRM tool.Educational Requirement2-year associate degree or equivalent.Relevant Experience and Minimum # of YearsAt least 6-12 months of retail Omni-channel e-commerce experience focusing on product support, warranty, and customer experience.Excellent written and verbal communication skills (Portuguese & English).Excellent customer issue resolution focus related to online/in-shop orders, refunds, and replacements, warranty, etc.Excellent troubleshooting skills, search skills, and ability to approach problems logically.Demonstrated ability to satisfy customer needs (good understanding and/or active listening capabilities, knows how to probe and get relevant information).Ability to learn, retain, and apply large amounts of product, procedure, policy, and system information.Demonstrate interpersonal skills and provide empathy for the customer's situation.CEFR/VERSANT= Language Ability B1 Level.Ensure on meeting daily KPIs.Provide first-level resolutions for interactions—inquiries, issues raised, etc.Ticket creation, categorization, and prioritization.Ticket escalation to respective Support Group.Receive and promptly respond to customer queries.Independently able to identify and troubleshoot, document and categorize customer inquiries/requests, and if needed escalate complex problems according to defined escalation procedures.Openness to work flexible hours as required (may include evenings, weekends, and/or holidays).#J-18808-Ljbffr