Customer Service Specialist

4 semanas atrás


São Paulo, São Paulo, Brasil Excent Capital Ltd Tempo inteiro
About the CompanyExcent Capital Ltd is a multi-regulated investment broker with offices in London, Seychelles, Mexico, and São Paulo, with expansion plans worldwide. We provide our clients with an investment platform for the international financial market. Due to our continuous growth, we are looking for a:
Customer Service SpecialistJob DescriptionThe Customer Service Specialist will be responsible for providing support to platform users by assisting them with any difficulties they may encounter while using the platform. This includes explaining platform tools, features, and processes in a clear and helpful manner. Support will be delivered through various channels, including online chat, phone calls, and email. Additionally, the specialist will provide multicultural support in multiple languages, ensuring a high-quality service experience for users from diverse backgrounds.ResponsibilitiesProvide timely and effective support to users experiencing issues with the platform.Explain platform tools, functionalities, and processes to users in a clear and user-friendly manner.Deliver support through various channels, including online chat, phone calls, and email.Offer multicultural customer service in different languages, adapting communication style to diverse users.Handle CRM activity to ensure tickets are resolved efficiently and all user information is accurately maintained and up to date.Document and track user issues and feedback using internal systems or CRMs.Collaborate with internal teams (technical, product, or operations) to escalate and resolve complex issues.Maintain a high level of professionalism, empathy, and service quality at all times.Identify recurring user issues and suggest improvements to enhance the overall user experience.Requirements+2 years of proven experience in a customer service, support, or helpdesk role (ideally in a financial services or platform-based company).Excellent communication skills, both written and verbal.Fluency in English, Spanish, and Portuguese is required.Ability to manage multiple communication channels simultaneously (chat, phone, email).Strong problem-solving skills and the ability to remain calm under pressure.Familiarity with CRM tools and support ticketing systems (e.G., Pipedrive or similar).Empathetic, patient, and user-focused mindset.Availability to work in shifts or on-site.Tech-savvy and comfortable learning new digital tools quickly.Work LocationR. Surubim - Cidade Monções, São Paulo - SP, (100% on-site).Work ScheduleMonday to Friday:
9:
00 AM - 5:
30 PMWe OfferCompetitive salaryHealth insurance (After probation period).Quarterly bonuses based on goal achievementFull Apple equipment for workA+ grade office infrastructureFinancial market trainingCorporate parkingOpportunity for international growth in other company officesThank you for your interest in joining our team
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