Customer Service Agent: Portuguese (afternoon shift)

## About the Role As a Customer Service Agent at Fever, you will play a vital role in providing exceptional support to customers, ensuring their experiences with the platform are seamless and enjoyable. Your day-to-day responsibilities will involve managing customer inquiries via email, phone, and social media, utilizing your excellent communication skills to resolve issues efficiently. You will be part of a dynamic team that values innovation, creativity, and a customer-centric approach.

The role is based in Brazil, and you will be working on an afternoon shift from 4 pm to 12 am, with a 30-minute break. This schedule allows for a great work-life balance, and the opportunity to work from home provides the flexibility many professionals seek in today's remote work environment.

Fever's mission to democratize access to culture and entertainment is ambitious and exciting. The company has already made significant strides in the industry, partnering with major players like Netflix and F.C. Barcelona. As a Customer Service Agent, you will be contributing to this mission by ensuring that customers have a positive experience, thereby enhancing the overall reputation of the platform.

## What You Will Do - Manage customer inquiries via email, phone, and social media, providing timely and effective solutions to their problems.

• Utilize Excel to keep records of customer interactions, process customer accounts, and file documents accurately.
• Handle customer complaints, providing appropriate solutions and alternatives within the given time limits, and follow up to ensure resolution.
• Take the extra mile to engage customers, ensuring they feel valued and supported throughout their interaction with the platform.
• Collaborate with the Department of Operations on parallel tasks as needed.
• Maintain accurate and up-to-date records of customer interactions.
• Follow communication procedures, guidelines, and policies to ensure consistency in service delivery.
• Continuously evaluate and improve customer service processes to enhance customer satisfaction.
• Participate in training sessions to improve knowledge and skills in customer service and product knowledge.
• Stay updated on new products, services, and promotions to provide accurate and complete information to customers.

• High-level proficiency in Portuguese (oral and written) and fluent in English.
• Skilled at planning, organizing, prioritizing, and executing simultaneous tasks efficiently.
• Excellent communication and interpersonal skills, with the ability to engage customers and colleagues effectively.
• Solution-oriented and reliable, with a strong focus on achieving customer satisfaction.
• Detail-oriented with excellent time-management skills, able to meet deadlines in a fast-paced environment.
• Flexible and adaptable, with the ability to adjust to changing circumstances and priorities.
• Proficiency in using Zendesk or similar customer service software is preferred.
• Ability to work independently and as part of a team, contributing to a positive and supportive work environment.

• Knowledge of the live entertainment and cultural events industry, with an understanding of the challenges and opportunities in this sector.
• Certification in customer service or a related field, demonstrating a commitment to professional development.
• Proficiency in additional languages, enhancing the ability to support a diverse customer base.

• A dynamic and international team of talented professionals to collaborate with and learn from.
• Access to cutting-edge technology and tools, enhancing your ability to deliver high-quality customer service.
• Professional development opportunities, including training sessions and workshops to improve skills and knowledge.
• A competitive package of benefits, including health insurance and a gympass membership, promoting overall well-being.
• The chance to be part of a company that is revolutionizing the way people engage with live entertainment and cultural events.

- When applying, ensure your resume and cover letter are tailored to the customer service role, highlighting relevant experience and skills.

• Practice your communication skills, as they are crucial for success in this position. Be prepared to provide examples of times when you effectively resolved customer complaints.
• Familiarize yourself with Zendesk or similar customer service software, as proficiency in these tools can be a significant advantage.
• Be prepared to work in a fast-paced environment and adapt to changing priorities and circumstances.
• Consider creating a portfolio or examples of your customer service work to demonstrate your capabilities to potential employers.
• During salary negotiations, research the market rate for customer service agents in your area to ensure you are requesting a fair compensation package.
• Pay attention to the company culture and values during the interview process, as they can significantly impact your job satisfaction and success in the role.