BR Customer Success Associate - English and Portuguese

As the Customer Success Associate you will be responsible for providing client-centric and customer-focused support with a specific focus on providing world-class support services to a leading betting operator with a commitment to improving the customer-service experience. As a Customer Success Agent you may also be requested to reach out to customers based on guidelines and provide feedback to SportyBet in order to continuously improve our products. Client satisfaction is a top priority at Sporty.

Purpose:

The primary purpose of the Customer Success Agent is to resolve customer issues on First Time Resolution/First Call Resolution (FTR/FCR) basis, educate customers on the company’s products and services, provide product feedback, ensure that customers are fully satisfied and happy to continue using the company’s products and services while actively promoting the brand and acting as a brand ambassador at all times.

Primary Responsibilities:

Be part of the Brazilian Customer Success team and handle customer queries, complaints and issues while educating current/potential customers about the products and services.

Conduct cold calls and follow-up calls.

Have a full in-depth understanding of the products and services.

Provide product feedback to relevant stakeholders.

Provide interactive research, in-depth understanding, and informative market behavior to relevant stakeholders.

Maintain accurate customer records.

Identify and escalate priority issues to Ops team/Team leader. 

Pay attention to detail and have strong organizational skills.

Be able to work independently.

Have a strong sense of analytical problem-solving to resolve issues or provide workarounds.

Strong ability to multi-task across multiple channels, customers and teams.

Secondary Responsibilities:

Liaise with the International Customer Service team.

Perform all other duties as assigned by management.

Actively participate in weekly updates with the team to review team performance and issues.

Requirements:

Minimum of 1-2 years of customer support experience.

Passionate about Customer Care and Success Management.

Online gaming experience with a focus on sports betting (advantageous).

Excellent English and Portuguese communication skills, both verbal and written.

Feel comfortable in verbally communicating with customers on the phone.

Be a Team Player and work collaboratively within a team environment.

Self-driven and motivated.

Knowledge of Customer Support Service Desks including but not limited to Freshdesk, Jira and/or Zendesk.

Ability to understand, interpret, and communicate issues both internally and to customers.

Ability to provide product extensive feedback to stakeholders.

Ability to work within strict guidelines, follow company processes and procedures.

Empathetic and high emotional IQ. Fast-learner with an ability to think on their feet, and adapt to a fast-paced, high-pressure environment with demanding customers.

Ability to positively collaborate in an international remote work environment.