Primary Responsibilities Expectations: As a Customer Support Representative at AstroPay, you will be at the forefront of our customer interactions, providing timely first assistance to our users via email and chat.
Your role is instrumental in addressing user inquiries, troubleshooting issues, and enhancing our platform's user satisfaction.
The ideal candidate possesses some experience in customer service, is fluent in both English and Portuguese or English and Spanish, and is adept at utilizing digital channels such as chats, emails, and social media platforms.
As a key member of our customer support team, you will play a crucial role in ensuring our customers receive timely and accurate assistance, contributing to an exceptional overall customer experience.
Respond promptly and professionally to user inquiries via email or chat, demonstrating excellent written communication skills.
Ensure user complaints are handled with empathy, patience, and efficiency, aiming for first-contact resolution whenever possible.
Provide accurate information about AstroPay's virtual wallet features, card services, bill payments, and other offerings.
Troubleshoot and resolve basic account-related issues users encounter, offering clear instructions and solutions.
In cases requiring advanced expertise, you will escalate issues to other agents of different levels within our team, as well as collaborate with other teams, ensuring a swift and effective resolution of users' tickets.
You will be expected to contact and respond to 120 unique customers per day, either by chat or email channels.
Core Competencies and Skills: Bilingual proficiency in English and Portuguese or English and Spanish.
Some experience dealing with customers, preferably in a digital environment.
Strong written communication skills, demonstrating empathy and patience in customer interactions through digital channels such as chats and emails.
Strong customer service orientation with a focus on delivering exceptional experiences.
Flexibility to adapt to changing priorities and willingness to work varying shifts.
Ability to escalate cases appropriately and collaborate with other departments when needed.
Goal-oriented with the ability to achieve daily conversation targets.
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