[Hiring] Customer Service Representative @Estarta

Role Description

The Customer Service Representative (CSR) will be responsible for providing support for a wide range of services. As the first point of contact, the CSR will represent the brand promise by delivering a low-effort experience and driving a complete resolution of the customer’s needs. The CSR will support customers, partners, and employees through a variety of channels, such as phone, email, and chat. Complex and out-of-scope work will be passed quickly to the next level of support.

• Handling and driving the resolution of the inbound requests coming through different channels (phone, chat, email, and web) and on different platforms.
• Analyzing the problem and providing resolution by investigating potential solutions using troubleshooting skills and all available resources. When needed, handing over the case to different internal teams.
• Training, educating, and guiding the customer on all supported applications as per the customer’s requirements.
• Preparing the needed documentation.
• Collaborating with internal and external stakeholders and organizations.
• Delivering any other tasks assigned by the direct TL or manager.

Qualifications

• Fluency in written and spoken English and Portuguese.
• Computer savvy and confident in their ability to make full use of the Internet.
• Strong listening skills to ensure a detailed understanding of the support request and remaining calm in stressful situations.
• Strategic thinking, being decisive, identifying the root cause, and looking beyond the initial symptoms.
• Focused on the outcome, ensuring a satisfactory resolution for the customer.
• Understands customer and business needs and learns quickly and eagerly.
• Self-assured, self-motivated, and inspires others to succeed.
• Proactive and open to sharing information, always looking for what is best for the customer.
• Outstanding problem-solving abilities.
• Empathy and related soft skills for establishing customer rapport.

Benefits

• Job Security: Benefit from an indefinite contract.
• Comprehensive Benefits: Enjoy a robust benefits package including private insurance.
• Career Growth: Access equal opportunities for career advancement.
• Continuous Learning & Training: Gain access to a wide range of Cisco courses and training materials, alongside soft and hard skills development led by Estarta experts.
• On-boarding Phase: The first month includes full-time training, Monday to Friday, 09:00-17:00 (on-site).
• Employment Status: Full-time.
• Working Hours & Location: Remote position supporting the US region, with working hours from 15:00 to 23:00, Monday through Sunday, with two days off per week.
• Range of Salary: 1,100 - 1,200 gross per month.