Customer Service Agent

Description

Job Summary: Ensure customer satisfaction and loyalty through humanized, efficient, courteous, and solution-oriented service, delivering unique and positive experiences. Key Highlights: 1. Humanized and solution-oriented customer service to ensure customer satisfaction. 2. Clear, friendly, and efficient communication with customers. 3. Opportunity to influence improvements in customer service processes. **JOB OBJECTIVE** Ensure customer satisfaction and loyalty through humanized, efficient, courteous, and solution-oriented service, aiming to resolve issues and inquiries, and provide detailed information about the company’s products and services, delivering unique and positive experiences; **QUALIFICATIONS** * High school diploma completed. * Prior experience in customer service, preferably in online environments. * Proficiency in Portuguese, both written and spoken. * Training in customer service techniques and communication skills is a plus. **TECHNICAL SKILLS** * Knowledge of customer service techniques and support processes. * Computer and messaging tool proficiency is a plus. * Basic knowledge of products and services offered by Única Games. * Writing skills to communicate\-clearly and efficiently via e\-mail and chat. * Understanding of online betting operations is a plus. **BEHAVIORAL SKILLS:** * Communication: Ability to communicate clearly and in a friendly manner, both verbally and in writing. * Active Listening: Ability to listen to customer concerns and understand their needs. * Problem Solving: Aptitude to think critically and offer solutions for customer satisfaction. * Patience: Maintaining calmness and patience when dealing with frustrated or confused customers. * Empathy: Ability to relate to and understand customers’ emotions. * Teamwork: Collaborating with other team members to deliver consistent customer service. * Respond to questions, complaints, and requests through channels such as live chat, e\-mail, phone, and social media. * Ensure clear, friendly, and efficient communication. * Identify and assist in resolving technical, financial, or operational issues faced by customers. * Provide instructions on products, services, or specific website features. * Propose solutions to mitigate issues that may lead to dissatisfaction or account cancellation. * Use collected data to continuously improve customer service processes. * Gather customer insights regarding features, difficulties, and suggestions. * Share this information with teams and the CX manager for improvements. * Resolve critical situations quickly that could negatively impact the company’s reputation. * Escalate larger issues to higher levels when necessary.