Customer Experience Specialist - Brazil

About the Role

Tilt's customer experience team is the backbone of the company, and this role offers the opportunity to make a real impact on the business. The team is mission-driven, and the company values diversity and inclusivity, making it an attractive workplace for candidates who share these values. As a remote worker, the successful candidate will need to be self-motivated and disciplined, with excellent time management skills and the ability to work independently.

The role is based in Brazil, and the successful candidate will need to have a strong understanding of the local market and be able to communicate effectively with customers. The company offers a range of benefits, including 29 days off, birthday off, and share options, making it an attractive option for candidates looking for a company that values its employees.

What You Will Do

• Handle customer inquiries and issues via phone, email, or chat, providing timely and effective resolutions
• Develop and maintain a deep understanding of the company's products and services to provide accurate and helpful information to customers
• Collaborate with the team to identify areas for improvement and implement solutions to enhance the customer experience
• Utilize Excel to analyze customer data and identify trends, making recommendations for process improvements
• Provide feedback and insights to the team on customer trends and preferences
• Work closely with the sales team to ensure a seamless customer experience
• Develop and maintain a knowledge base of customer interactions to improve response times and accuracy
• Stay up-to-date with industry trends and developments to continuously improve the customer experience

What We Are Looking For

• Outstanding written English skills, with the ability to communicate complex information clearly and concisely
• Excellent customer judgment and empathy, with the ability to understand and address customer concerns
• Ownership mindset, with a proactive approach to solving problems and improving processes
• Marketplace-savvy or eager to learn quickly, with a strong understanding of the local market
• Proficiency in Excel, with the ability to analyze data and make recommendations
• Strong analytical and problem-solving skills, with the ability to think critically and outside the box
• Ability to work independently and as part of a team, with excellent time management and organizational skills
• Strong communication and interpersonal skills, with the ability to build rapport with customers and colleagues

Nice to Have

• Experience working in a customer-facing role, with a strong understanding of customer service principles
• Knowledge of the digital marketing industry, with a strong understanding of the latest trends and developments
• Proficiency in additional languages, with the ability to communicate with customers in their native language
• Experience working with CRM software, with the ability to manage and analyze customer data

Benefits and Perks

• Competitive salary and benefits package, with a range of perks to support your well-being and career development
• 29 days off, plus birthday off, to relax and recharge
• Share options, to give you a stake in the company's success
• Inclusive and diverse workplace, with a strong focus on employee satisfaction and well-being
• Opportunity to work with a mission-driven team, making a real impact on the business
• Remote work setup, with the flexibility to work from anywhere and maintain a healthy work-life balance
• Professional development opportunities, with a range of training and development programs to support your career growth
• Access to the latest technology and tools, to help you stay ahead of the curve and deliver exceptional results

• Tip: Make sure your resume and cover letter are tailored to the role, highlighting your customer service experience and skills.
• Practice your Excel skills, as this will be a key part of the role, and be prepared to provide examples of how you have used Excel in previous roles.
• Be prepared to provide specific examples of times when you have gone above and beyond to provide excellent customer service, and be ready to explain how you would handle difficult customer situations.
• Research the company culture and values, and be prepared to explain why you are a good fit for the team, highlighting your understanding of the local market and your ability to communicate effectively with customers.
• Use the interview to ask questions about the role and the company, and to demonstrate your enthusiasm and interest in the position, and be sure to ask about opportunities for growth and development within the company.
• Be prepared to discuss your experience working in a customer-facing role, and how you have handled customer complaints or issues in the past.
• Consider creating a portfolio of your customer service experience, including any relevant certifications or training programs you have completed, to demonstrate your skills and expertise to potential employers.