Subject Matter Expert with PORTUGUESE and ENGLISH (Varna)
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Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Responsibilities
- Act as the go-to expert on all things related to the project features policies and compliance.
- Monitor customer interactions to ensure quality accuracy and adherence to tone process and regulatory standards
- Identify gaps in workflows and collaborate with operations QA and training teams to streamline support processes and enhance CX
- Handle advanced or escalated cases that require deep product knowledge or special handling
- Work closely with product managers compliance teams and IT to relay feedback from customers and push for feature fixes or improvements
- Provide targeted coaching and side-by-side support to agents to improve accuracy and customer interaction quality
- Provide any information that a consultant requires to do their job well
- Help the Team managers monitor the email/chat/voice queues
- Assist new hires with product and process questions
Qualifications :
- Excellent knowledge of Portuguese language (C1/C2)
- English language proficiency (B2)
- Minimum 12 months previous experience as a customer support agent
- High school / University degree
- Strong customer service focus with ability to handle difficult situations with a calm professional manner
- Ability to show empathy and be persuasive
- Strong listening skills and good follow up skills
- Ability to multitask and to make quick decisions
- Excellent communication skills both written and verbal
- Precision loyalty organization
- Willingness to work in shifts and public holidays is a must
Informação adicional :
What we offer
- Additional health and life insurance coverage
- Domestic relocation to one of our officess cities
- Generous annual leave
- Food vouchers and various discounts
- Transportation / Utilities allowance
- Competitive salary and clear career progression
- World-class on-the-job training
- Work in a cozy office
All your information will be kept confidential according to EEO guidelines.
Remote Work :
No
Employment Type :
Full-time
Key Skills
About Company
Sutherland is seeking an organized and reliable person to join us as Admin Specialist. We are a group of driven and supportive individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you ... View more
