Junior Agency Contract – Contact Center

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

📋 Description

• Utilizes problem-solving and critical thinking abilities to prioritize, analyze, clarify, and execute data entry and processing requests of varying complexity from both internal and external clients concerning agent contracts, commission structures, licenses, appointments, product authority, system access, and terminations.

• Delivers exceptional customer service by addressing client needs effectively. Retrieves work items from a queue and prioritizes them according to established service levels.

• Ensures adherence to departmental and company policies, standards, and relevant regulations by following documented procedures.

• Engages in follow-ups with the appropriate personnel as needed to collect missing information and resolve issues.

• Informs customers through the appropriate channels once their requests have been fulfilled.

• Updates processing systems and other tools to accurately reflect work activities and communication with clients. Provides support for large accounts and network requests.

• This sometimes entails reaching out to accounts for a better understanding of requests and conducting meetings to clarify processes or procedures or to gain insight into pain points.

• Suggests and assists in implementing approved improvements to systems, processes, and other areas to minimize waste and enhance the customer experience.

• Identifies and reports system defects. Provides limited support for system testing related to transactions of varying complexity as assigned. Offers limited assistance for handling inbound calls.

• Completes requests in accordance with departmental service and quality standards.

• Achieves the expected volume of requests to meet defined efficiency benchmarks.

⛳️ Requirements

• Minimum Requirement: Proficient in English.

🏝️ Benefits

• A competitive salary alongside performance-based bonuses.

• A comprehensive benefits package.

• Flexible work arrangements (remote and/or office-based).

• Enjoy a dynamic and inclusive work culture within a globally recognized organization.

• Private Health Insurance.

• Paid Time Off.

• Opportunities for Training & Development in collaboration with esteemed companies.