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Agente de suporte online bilingue (bilingual customer service agent) - recife
Job summary
A customer support company based in Brazil seeks individuals to deliver high-quality customer assistance primarily through live chat. Responsibilities include resolving inquiries, providing product information, and documenting interactions. Ideal candidates will have a customer-centric mindset, problem-solving skills, and previous experience in digital service environments. Competitive compensation and various benefits are offered, including health and dental plans, meal allowances, and personal development budgets.
Benefits
Qualifications
- Previous experience in customer support or live chat environments is a plus.
- Ability to manage multiple tasks in a fast-paced environment.
Responsibilities
- Deliver customer support via live chat in line with established SLAs.
- Provide accurate information on products and services.
- Document customer interactions and resolutions in CRM systems.
- Handle inquiries from multiple channels.
Skills
You will be responsible for providing high‑quality customer support through digital channels, primarily live chat, ensuring fast, accurate, and customer‑focused assistance. The role involves resolving customer and affiliate inquiries, providing detailed information about products and services, and escalating more complex issues to analysts or coordinators when necessary.
- Deliver customer and affiliate support via live chat, ensuring timely, clear, and effective responses in line with established SLAs.
- Provide accurate information about products, services, and platform processes related to gaming operations.
- Assess the complexity of incoming requests and elevate complex or sensitive cases to analysts or coordinators when required.
- Accurately document customer interactions, issues, and resolutions in CRM systems and support tools.
- Handle inquiries from multiple channels, including Ombudsman, Reclame Aqui, and email, ensuring compliance with SLAs for each channel.
- Stay up to date with company policies, product updates, service changes, and applicable regulations.
- Identify recurring issues, trends, or system gaps and proactively report them to the immediate supervisor to support continuous improvement.
- Strong problem‑solving skills and logical reasoning.
- Customer‑centric mindset with a focus on service excellence.
- Clear, professional, and empathetic communication skills.
- Agility and ability to manage multiple tasks in a fast‑paced environment.
- Attention to detail and strong documentation skills.
- Previous experience in customer support, live chat, or digital service environments is a plus.
It’s ok if you don’t think you tick every box on this list. We love people who want to challenge themselves and are passionate about what they do. If you believe you can contribute in some areas and are eager to learn, we encourage you to apply.
- Competitive compensation package
- Transportation voucher
- Health plan (Bradesco Saúde Nacional with co‑participation)
- Dental plan (Bradesco Odonto Nacional)
- Meal allowance through Caju (flexible benefits card)
- Access to TotalPass (health & wellness program)
- Individual learning & development budget
- Childcare assistance for children up to 6 years old
- Life insurance
* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.