# Customer Service Representative – Portuguese Language (US Shift)

**Company:** Estarta
**Location:** Remote
**Workplace:** remote
**Employment type:** Full-time

[Apply for this job](https://jobs.workable.com/view/c2116ac9-4829-40b6-ae05-11e0db133fdd)

## Description

**The Customer Service Representative (CSR)** will be responsible for providing support for a wide range of services. As the first point of contact, the CSR will represent the brand promise by delivering a low-effort experience and driving a complete resolution of the customer’s needs. The CSR will support customers, partners, and employees through a variety of channels, such as phone, email, and chat. Complex and out-of-scope work will be passed quickly to the next level of support.

**Responsibilities :**

-   Handling and driving the resolution of the inbound requests coming through different channels (phone, chat, email, and web) and on different platforms.
-   Analyzing the problem and providing resolution by investigating potential solutions using troubleshooting skills and all available resources. When needed, handing over the case to different internal teams.
-   Training, educating, and guiding the customer on all supported applications as per the customer’s requirements.
-   Preparing the needed documentation.
-   Collaborating with internal and external stakeholders and organizations.
-   Delivering any other tasks assigned by the direct TL or manager.

## Requirements

-   **Fluency in written and spoken English and Portuguese.**
-   Computer savvy and confident in their ability to make full use of the Internet.
-   Strong listening skills to ensure a detailed understanding of the support request and remaining calm in stressful situations.
-   Strategic thinking, being decisive, identifying the root cause, and looking beyond the initial symptoms.
-   Focused on the outcome, ensuring a satisfactory resolution for the customer.
-   Understands customer and business needs and learns quickly and eagerly.
-   Is self-assured, self-motivated, and inspires others to succeed. 
-   They are proactive and open to sharing information, and they are always looking for what is best for the customer.
-   Outstanding problem-solving abilities.
-   Empathy and related soft skills for establishing customer rapport.

## Benefits

-   **Job Security:** Benefit from an indefinite contract.
-   **Comprehensive Benefits:** Enjoy a robust benefits package including private insurance.
-   **Career Growth:** Access equal opportunities for career advancement.
-   **Continuous Learning & Training:** Gain access to a wide range of Cisco courses and training materials, alongside soft and hard skills development led by Estarta experts.
-   **On-boarding Phase:** The first month includes full-time training, Monday to Friday, 09:00-17:00 (on-site).
-   **Employment Status:** Full-time.
-   **Working Hours & Location:** Remote position supporting the US region, with working hours from 15:00 to 23:00, Monday through Sunday, with two days off per week.
-   **Range of Salary:** 1,100 - 1,200 gross per month.