Customer Service Associate, Spanish & Portuguese Speaker

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Provide prompt, precise, and professional assistance to customers via live chat, email, and telephone.

• Manage both incoming and outgoing customer communications, including follow-ups related to service and telesales activities when necessary.

• Ensure a superior customer experience during every interaction with clients.

• Assist LATAM clients with a deep understanding of regional customer behavior, communication styles, and service expectations.

• Adhere to established SOPs, internal protocols, and service standards in daily operations.

• Achieve individual and team KPIs, which include 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.

• Recognize common customer inquiries, trends, and pain points to facilitate ongoing process and product enhancements.

• Effectively manage customer expectations and escalate complex cases to the Team Leader as necessary to reach fair and practical solutions.

• Stay informed about product knowledge, process updates, campaigns, and system changes through regular training and team briefings.

• Participate actively in team huddles, training sessions, and operational meetings.

• Work collaboratively with internal stakeholders to ensure efficient issue resolution and service delivery.

• Reflect Zeal Group’s core values in all interactions with customers and colleagues.

⛳️ Requirements

• Diploma or Degree in any field.

• Over 3 years of experience in customer service, customer support, contact center, or other client-facing roles.

• Must reside in LATAM and possess a strong understanding of local customer behavior, service expectations, and market dynamics throughout the region.

• Fluency in both Spanish and Portuguese, written and spoken, is essential; proficiency in English is a plus.

• Previous experience in FX/CFD is preferred; candidates from trading, crypto, iGaming, fintech, and related financial services sectors are also welcome to apply.

• Demonstrated ability to provide exceptional customer service, manage complaints, resolve issues, and handle escalations effectively.

• Excellent communication, problem-solving, relationship management, and cross-functional collaboration skills.

• Strong attention to detail, adherence to processes, and the ability to work accurately within established SOPs and service standards.

• Capability to multitask in a dynamic environment and manage customer interactions across chat, email, and phone channels.

• Proactive, adaptable, and resilient, with a solid sense of accountability and focus on achieving KPIs.

• Willingness to work shifts, weekends, and public holidays on a rotational basis.

🏝️ Benefits

• Comprehensive health insurance coverage.

• Opportunities for professional development and training.

• Flexible working conditions.

• Employee discounts and perks.