Customer Service Representative (Portuguese)

Customer Support: Respond to customer inquiries across multiple channels and provide timely accurate resolutions.

Issue Handling: Manage payment and account-related concerns investigate issues and escalate complex cases when necessary.

Coordination & Knowledge: Maintain knowledge of products policies and procedures while collaborating with internal teams to support customer needs.

• High School Diploma or Equivalent

• Fluent in Portuguese and English (verbal and written)

• At least 6 months to 1 year of experience in a customer support contact center or BPO environment is preferred

• Strong customer service and communication skills

• Ability to handle routine customer inquiries while maintaining professionalism and accuracy

• Comfortable working in a Pure Voice (Phone) or Blended (Phone Email SMS and Chat) support environment based on business needs

• Strong computer navigation and data entry skills

• Amenable to shifting schedules including weekends and holidays

• Willing to work onsite at Vertis North Quezon City

• Experience supporting payment banking financial services or card services accounts

• Experience handling multi-channel customer support (voice email SMS and chat)

• Familiarity with CRM platforms and customer service tools

• Strong problem-solving and analytical skills

• Ability to work in a fast-paced environment while meeting service standards

• Respond to customer inquiries and provide resolutions through phone email SMS and chat channels.

• Handle routine service requests account inquiries and customer concerns while ensuring a positive customer experience.

• Resolve Tier 1 payment and account-related requests including but not limited to card activations payment inquiries and name or address updates.

• Utilize client-provided systems documentation and processes to provide accurate resolutions.

• Enter and maintain required customer information in client databases and systems.

• Identify customer issues using established guidelines and decision trees.

• Escalate unresolved concerns to senior representatives or designated departments for further investigation and resolution.

• Build knowledge of assigned products services policies procedures and compliance requirements.

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