Responsibilities

•    Receiving end user requests for product details, warranty registration and general inquiries 

•    Provide first level resolution providing excellent customer experience

•    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 Requirement

•      2 year associate degree or equivalent

Relevant Experience and Minimum # of Years

At least 6-12 months of retail Omni-channel e-commerce experience focusing product support, warranty and customer experience 

•      Excellent written and verbal communications skills (Portuguese & English)

Excellent customer issue resolution focus related to online / in-shop orders, refunds and replacements, warranty, etc.

•      Excellent troubleshooting skills, search skills, ability to approach problems logically

•      Demonstrated ability to satisfy customer needs (good understanding and/or active listening capabilities, knows how to probe and to get relevant information)

•      Ability to learn, retain and apply large amounts of product, procedure, policy and system information

Demonstrate interpersonal skills and is able to 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 / 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)

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