Customer Success Representative II

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

📋 Description

• Monitor customer conversion rates from initial inquiries to enrollment.

• Accurately input and update customer information in internal systems.

• Conduct data tagging and maintain well-organized tracking systems.

• Provide remote support to operational teams during peak periods.

• Address customer concerns professionally and escalate complex issues as needed.

• Assist customers in choosing suitable services according to their requirements.

• Develop and oversee customer communications and marketing materials.

• Ensure that documentation and processes are regularly updated and adhered to.

• Review attendance records and prepare materials to guarantee daily accuracy.

• Identify and escalate concerns that may affect customer experience or operations.

• Answer customer inquiries via inbound and outbound phone calls and email.

• Offer precise and friendly information regarding schedules, enrollment, updates, and cancellations.

• Generate reports to provide insights for operations and enrollment.

• Implement customer communication workflows, including welcome emails, follow-ups, and re-engagement messages.

• Maintain clear and precise communication logs within internal systems.

• Process enrollments, schedule modifications, withdrawals, and related requests using booking platforms.

• Monitor scheduling capacity to avoid overbooking or underutilization.

⛳️ Requirements

• At least 2 years of experience in a client-facing role, such as customer service or sales.

• Strong verbal and written communication skills in English.

• Excellent customer service skills and problem-solving capabilities.

• Comfortable managing high call volumes in a virtual setting.

• Ability to multitask across calls, emails, and system updates.

• Detail-oriented with exceptional organizational skills.

• Proactive, self-motivated, and dependable with strong follow-through.

• Positive and professional demeanor with a solutions-oriented approach.

• Empathetic and emotionally aware when engaging with customers.

• Capable of active listening and providing thoughtful responses.

• Adaptable and calm in fast-paced or high-volume situations.

• Strong collaboration and teamwork abilities.

• Receptive to coaching and eager to learn and apply feedback.

• Experience working with U.S.-based clients preferred.

• Familiarity with scheduling, booking, or customer management systems.

• A quiet workspace suitable for phone communication, equipped with a strong and stable internet connection and power source.

🏝️ Benefits

• Competitive salary.

• Paid Time Off.

• Bonuses.

• 100% remote/home-based position.

• Full-time, long-term career opportunities.

• Parental Leave.

• Professional development and training.

• Dedicated team support.

• Alignment with our clients' core values.