Customer Service Associate
New
Z
Zeal GroupFinTech
Brazil. Chile. Colombia. Mexico. Argentina. PeruFull-TimeMiddle
Salary not disclosed
Apply NowOpens the employer's application page
Job Details
- Languages
- Spanish and Portuguese
- Experience
- 3 plus years
- Required Skills
- Problem SolvingRelationship managementCustomer support
Requirements
- Diploma or Degree in any discipline.
- Minimum 3 plus years of experience in customer service, customer support, contact centre, or other client-facing roles.
- Must be based in LATAM.
- Demonstrate strong understanding of local customer behaviour, service expectations, and market dynamics.
- Fluency in Spanish and Portuguese, both written and spoken.
- Prior experience in FX/CFD is preferred; trading, crypto, iGaming, or fintech industry experience is an advantage.
- Proven ability to deliver excellent customer service, handle complaints, and resolve issues.
- Strong communication, problem-solving, relationship management, and cross-functional collaboration skills.
- High attention to detail and strong process adherence.
- Ability to multitask in a fast-paced environment and manage interactions across multiple channels.
- Willing to work shifts, weekends, and public holidays on a rotational basis.
Responsibilities
- Provide timely, accurate, and professional support to customers through live chat, email, and phone.
- Handle inbound and outbound customer interactions, including service-related follow-ups and telesales activities where required.
- Deliver a high-quality customer experience in every interaction with clients.
- Support LATAM clients with a strong understanding of local customer behavior, communication style, and service expectations.
- Follow established SOPs, internal guidelines, and service standards in daily operations.
- Meet individual and team KPIs, including response time, resolution quality, customer satisfaction, and productivity metrics.
- Identify, escalate, and document customer issues, operational gaps, and recurring service challenges to the Team Leader.
- Highlight common customer enquiries, trends, and pain points to support continuous process and product improvement.
- Manage customer expectations effectively and escalate complex cases to the Team Leader when needed to achieve fair and practical solutions.
- Stay up to date with product knowledge, process changes, campaigns, and system updates through regular training and team briefings.
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