[Hiring] Customer Support Representative @Sales Consulting

Role Description

• Inbound Calls & Outbound Calls (servicing and commercial)
• Email & Ticketing System – Handling inquiries, complaints, off-line activities and follow-ups
• Chat – Assisting customers in real-time via digital platforms
• Social Media Support – Managing customer interactions on platforms like Facebook, X, Instagram, etc.
• Mix channel with various proportions based on the volumes/shifts day vs night
• Oversee assistance and support activities related to the Bank’s products and services intended for the target clientele, including presales promotion and completion, as well as sales activities
• Manage and develop the target clientele to achieve assigned commercial objectives—through appropriate quantitative and qualitative service levels—while operating within the Bank’s general guidelines and policies

Functions

• Support customers regarding their needs for assistance in activities related to banking products and services
• Guide customers in the use of various channels, helping them to carry out banking operations and providing useful information for the best possible customer experience
• Carry out promotion, advisory, and placement activities for products and services through remote offering via the telephone channel
• Ensure the provision of informational services, operational and commercial assistance, as well as transactional operations and operational support for multichannel sales processes
• Conduct proactive commercial activities toward assigned and potential clientele, maintaining continuous and high-quality engagement
• Pursue the development and growth of the value of the assigned clientele, identifying untapped potential and promoting the application of the service model best suited to client needs
• Provide an adequate level of telephone assistance to the assigned clientele, including the management of telephone complaints
• Support the Digital Branch to ensure more efficient and effective service levels
• Interact with clients (outbound) regarding reports of potential fraud, in compliance with applicable regulations
• Ensure the management of support activities for self-banking processes
• Manage multichannel contract unlocking and remote offering
• Carry out proactive commercial activity, maintaining continuous dialogue using all methods of interaction available
• Stay updated on the evolution of strategy and commercial policy, new product launches, and commercial initiatives

Company Description