Customer Service Representative

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Customer Service Representative in Brazil.

This role is central to delivering a seamless and high-quality customer experience across multiple communication channels, including live chat, email, and support ticketing systems. You will act as the first point of contact for customers, helping resolve inquiries, troubleshoot issues, and ensure timely follow-up on requests. The position combines operational precision with a strong customer-first mindset, requiring both responsiveness and attention to detail. You will collaborate closely with sales, technical, and internal support teams to ensure smooth issue resolution and continuous service improvement. Beyond handling day-to-day requests, you will also contribute to retention efforts, customer feedback analysis, and process enhancements. This is a fast-paced and dynamic environment where your ability to communicate clearly and solve problems efficiently directly shapes customer satisfaction.

Accountabilities:

• Manage and resolve Tier 0 and Tier 1 support tickets while ensuring accurate documentation in CRM systems.
• Escalate complex issues to Tier 2 and Tier 3 support teams and communicate resolution timelines clearly to customers.
• Handle live chat interactions, providing product guidance, troubleshooting support, and subscription assistance.
• Respond to customer emails promptly, maintaining professionalism and ensuring proper documentation of all interactions.
• Support payment-related ticket reconciliation (Stripe, PayPal, AuthNet) and escalate discrepancies when needed.
• Assist with customer cancellations, retention initiatives, and feedback collection to improve services and content quality.
• Identify sales opportunities such as abandoned carts and renewal risks, and route them to relevant teams.
• Maintain CRM accuracy, manage inquiry forms, and support onboarding or administrative customer processes when required.

Requirements:

• Previous experience in customer service, help desk, or client support roles is preferred.
• Strong written and verbal communication skills with the ability to adapt tone across different channels.
• Excellent problem-solving skills, attention to detail, and ability to work in a fast-paced environment.
• Familiarity with CRM tools and basic technical troubleshooting capabilities.
• Customer-centric mindset with a proactive approach to issue resolution and continuous improvement.
• Ability to manage multiple tasks simultaneously across chat, email, and ticketing systems.
• Flexibility to adapt to evolving responsibilities and shifting priorities.
• Reliable home office setup, including stable internet connection, backup device, and required peripherals.

Benefits:

• Fully remote work flexibility, allowing you to work from anywhere.
• Dynamic and inclusive environment focused on collaboration and growth.
• Continuous learning opportunities and exposure to diverse customer operations.
• Career development pathways in a fast-growing and evolving organization.
• Work-life balance supported by remote-first flexibility and reduced commuting stress.
• Engaging and energetic work culture that encourages initiative and impact.

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best!  Why Apply Through Jobgether?    Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.     #LI-CL1