What you will do:

• Reach out to customers promptly, following SLA standards.
• Ensure commitment to each customer for achieving desired outcomes.
• Assign a dedicated manager to handle communication with each customer.
• Share daily reports on worked cases to enhance departmental processes.
• Log all case-related details accurately in the CRM system.
• Document provided solutions in Hubspot and direct them to relevant departments via Jira.
• Use company resources exclusively for communication purposes.
• Maintain communication standards for all customer interactions.
• Continuously refine communication skills based on feedback for better outcomes.
• Ensure critical information exchange between crisis managers and other departments regarding student agreements.

Requirements:

• Advanced level of English (C1) and Spanish (C1).
• High listening skills (every detail mentioned in the conversation with the client matters).
• Excellent level of argumentation and conviction.
• At a minimum, experience in the sales sector is required to be able to structure the conversation with customers.
• High level of problem solving.
• Ability to work with objections.
• Ability to work with emotions (emotional intelligence).
• A general understanding of the EdTech industry.

Nice to have:

• Work experience in a help desk, call center, and/or professions related to customer service.
• Portuguese knowledge.