Customer Support Agent (Brazilian Portuguese speaking)

To maintain high service standards and make sure we provide top-notch merchant support, we’re in search of a Customer Support Agent to join our Customer Support team. The scope for the role includes, but is not limited to, handling tickets from our merchants (i.e. our customers) as well as end users with different questions they have, for example regarding a specific transaction or their account. Additionally, you will work with back office tasks such as investigating transactions, performing payouts etc. You will work closely with the Product team, Engineering team, AML team, Sales and Finance. Apart from supporting customers you will support internally by participating in sales meetings with prospective merchants to learn what kind of support they are expecting to get. The ideal candidate will have excellent communication skills and a friendly, empathetic attitude, taking pleasure in resolving issues and ensuring customer satisfaction.

We are looking for a curious and service minded colleague who wants to be a part of our cool journey and grow with us. Are you a team player and an analytic person that likes to go to the bottom with problems? Are you also an easy learner and someone who genuinely enjoys helping customers and thrives on delivering exceptional service? Then we are looking forward to hearing from you!

This is what you’ll do:

    Handling tickets from our merchants, like what happened with a specific payment, mostly via email and WhatsApp

    Checking and matching payments

    Working on the team projects to improve customer experience

    Work with such software as Freshdesk, Jira and ADRA

    Handling fraud cases

    Correcting payments

    Escalating and highlighting issues to the tech team and other teams

This is what you’re good at

    Excel

    English and Brazilian Portuguese is a must

    At least 3 years of experience in a support function

    Experience working towards Brazilian market in a similar role

    Resolving customer issues and improving their overall experience with our products/services

    Maintaining a positive, empathetic, and professional attitude towards customers at all times

    Seeing the bigger picture of the workflow and development of processes

    Identifying particular things, eye for details

    Enjoy providing first-class service both internally and externally

    Hold a Swedish Bank ID

    Able and willing to work outside office hours

    Experience in catching and handling fraud cases and B2B support is a big plus