Customer Support Representative with Portuguese Fluency

StubHub/ viagogo is growing and looking for people who want to help us shape how millions of people buy, sell, connect, and experience live events around the world. We value togetherness, trust, inclusion, and most importantly a culture of winning. We are a global organization looking for champions of innovation and change. If you are an entrepreneurial risk taker and ready to roll up your sleeves, you’ll thrive in our environment where the rewards are highly motivating.

As a Customer Service Representative at StubHub/ viagogo, you will be the first point of contact for our valued customers, providing exceptional service and resolving inquiries efficiently. This role requires a proactive mindset, excellent communication skills, and a passion for delivering results. You will have the opportunity to work in a dynamic, fast-paced environment where performance is celebrated and rewarded. 

Responsibilities:

• Handle inbound customer inquiries via phone, email, and chat with professionalism and efficiency. 
• Identify customer needs and provide immediate solutions while educating customers to navigate and self-serve when possible. 
• Meet and exceed individual and team performance targets for resolution rate, customer satisfaction, and response time. 
• Maintain up-to-date knowledge of products, services, and company policies. 
• Collaborate with cross-functional teams to improve processes and optimize the customer experience. 
• Be friendly, reliable, and on-time, showing initiative and ownership across all assigned tasks. 

Competencies:

• Customer Focus -Demonstrates a deep understanding of customer needs and strives to exceed expectations in every interaction. 
• Results Oriented - Driven by a desire to achieve and surpass performance metrics, with a commitment to delivering exceptional service and results.
• Communication - Articulate and empathetic communicator who can convey information clearly and effectively across various channels. 
• Problem Solving - Analytical thinker with the ability to identify issues, evaluate options, and implement effective solutions. 
• Attention to Detail - Meticulous and thorough in handling customer inquiries and ensuring accuracy in all tasks. 
• Time Management - Efficiently manages workload and prioritizes tasks to meet or exceed performance targets. 
• Technical Aptitude -Ability to navigate through computer programs with ease. 
• Judgment and Decision-making - Ability to exercise sound judgment in decision-making, consistently aligning actions with established company policies and procedures. 

Preferred Education and Experience:

• Excellent verbal and written communication skills. 
• Proficiency in Microsoft Office and CRM software. 
• Ability to multitask and prioritize in a fast-paced environment. 
• Experience working in a performance-driven culture is a plus. 
• Proficiency in English and Portuguese languages required

Position Type and Expected Hours of Work: 

This is a Full-Time position which may require weekend shifts.

This role will require working in office3 days per week to ensure cross functional collaboration.