Customer Success & Support Specialist (B2B)
New
BrazilFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 3+ years of experience in Customer Support, Client Support, Customer Success, Customer Experience, Account Support, or a similar customer-facing role.
- Required Skills
- Microsoft OfficeAccount ManagementCRMCustomer supportGoogle WorkspaceSlack
Requirements
- 3+ years of experience in Customer Support, Client Support, Customer Success, Customer Experience, Account Support, or a similar customer-facing role.
- Experience supporting high-volume customer interactions via email, live chat, and ticket management platforms.
- Experience using CRM platforms such as HubSpot, Salesforce, Zoho, Microsoft Dynamics, Pipedrive, or similar.
- Experience using ticket management or customer support platforms such as Zendesk, Intercom, Freshdesk, Gorgias, ServiceNow, Jira Service Management, or similar.
- Strong written and verbal English communication skills.
- Live chat support experience.
- Strong attention to detail and accuracy.
- Excellent organization and time-management skills.
- Ability to manage multiple customer requests in a fast-paced environment.
- Strong problem-solving and critical-thinking abilities.
- Proficiency with Google Workspace, Slack, Microsoft Office, and business communication tools.
Responsibilities
- Manage high-volume customer inquiries through email, live chat, and ticket management platforms.
- Respond to customer requests professionally, accurately, and within established SLA targets.
- Process order entries, updates, modifications, cancellations, replacements, credits, refunds, and account changes.
- Investigate missing, delayed, damaged, or incorrect deliveries.
- Coordinate appropriate resolutions with Logistics, Fulfillment, and Operations teams.
- Deliver empathetic, professional, and solution-oriented written communication.
- Clearly document the issue, actions already taken, urgency, and business impact for escalations.
- Recommend improvements to workflows, internal documentation, and customer communications.
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