Role Details
Type of Support: Account Management
Contract Duration: Full Time
Training Schedule: Mon to Fri 8AM to 5PM Brazilian Time
Work Schedule: Mon to Fri 8AM to 5PM Brazilian Time
Work Type and Location: Remote, in Brazil
Expected Start Date: April 10, 2025
Responsibilities:
● You intercept incoming and existing chat volume by responding to customer inquiries and providing accurate, satisfactory answers to their questions and concerns
● You assist your book of business, ensuring ideal account set-up and advocate for product features released by the partner
● You appropriately follow policies, procedures, and escalation and transfer workflow to ensure an effortless resolution
● You attempt to resolve situations involving dissatisfied customers, offering assistance and support ● You review, research, document, and recommend resources in relation to chat insights to improve our partner’s workflows and customer experience
● You guide customers through platform troubleshooting, navigating the partner’s site, community, knowledge base, or ancillary tools and resources
● You maintain essential program knowledge and training requirements that are critical for our partner and their customers related to their products, platform, workflows, tools, and resources
● You review customer and user accounts, providing updates and information regarding policies and procedures ● You adhere to assigned schedule compliance (including peak/seasonal staffing requirements) and on occasion, may be asked to work additional hours outside of your normal scheduled shift or participate in a shift realignment/change to accommodate program-related needs. This may include working federally recognized holidays or providing coverage for teams in other geographies
● You consistently achieve and maintain the minimum program performance by meeting all key performance indicators and metrics within the program; KPI Attestation Agreement is required prior to offer
● You perform program duties and tasks that are within your skill and expertise level as assigned by program management (i.e. new hire shadowing and nesting, peer chat review, recommended resource updates, additional administrative support, etc.) 1 Concierge 2nd Responder Associate - Job Description v1.3
● You regularly receive internal resource and chat review inquiries in order to provide timely peer-to-peer feedback and recommendations to the partner in the creation of new or updated resources
● At the discretion of your supervisor, may be selected to provide new hire training support in the form of shadowing, peer-to-peer nesting, feedback, and review of new hire material with newer team members
● You may flex between program duties and provide ad hoc support for program-specific projects, products, pilots, and queues; some special projects may include chat, phone, virtual meeting support, or account management functions
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