Back Office Agent (Portuguese)

September 18, 2024

Accenture

Heredia

OTHER

The Job: You will be part of a dynamic team, working together to build knowledge and support each other. You will have the opportunity to participate in problem-solving discussions, contributing your unique perspective to find innovative solutions. This role offers an exciting opportunity to make a positive impact and contribute to the success of our team.

Responsibilities: As a Trust & Safety Representative, you will provide functional, technical or administrative support to resolve customer problems and queries. You will be expected to build knowledge and support the team, as well as participate in problem-solving discussions. You are expected to build knowledge and support the team, as well as participate in problem-solving discussions. Expert proficiency in Content Assessment is required. Advanced proficiency in content analysis & Interpretation, Enterprise Content Management (ECM), and Content Guidelines are recommended.

Answer incoming customer communications from complex books of business, which will involve Analysis & Interpretation research of complex customer inquiries to provide accurate responses and solutions based in the location and language specific of the query
Research complex customer questions thoroughly to provide accurate information and solutions.
Identify and escalate priority issues to ensure timely resolution
Engage with other areas of the business as needed to meet customer needs.
Identify process improvement opportunities to ensure smooth operations for internal processes as well as from customers’ perspective.
Maintain a positive attitude and support client Commitment to Excellence.
Maintain On-time attendance and schedule adherence.
Maintain meets or exceeds scorecard rating (engagement, productivity and quality goals).
Eventually participate in round tables for feedback on process improvements
Stay updated with the latest content guidelines and industry best practices

Essential Knowledge, Skills, and Abilities

Fluency C1 written and spoken Portuguese
Advanced B2 written and spoken English
Proven analysis and interpretation skills with emphasis on content classification
Proficient in the culture, jargon, slang, and commonly spoken idioms of Brazil
Ability to assess situations and respond appropriately, strong problem-solving skills.
Professional attitude: Enthusiastic, willing to learn and quickly adapt to change, emotional intelligence & maturity
Ability to multi-task between multiple phone lines/client programs (assess customer’s issue, research, enter notes, and maneuver multiple systems).
PC literate (familiar with windows, MS office, remote desktops, and MS Teams).
Needs to be available to work flexible schedule, including nights, weekends and holidays.

Education/Experience Requirements

High school diploma or GED required.
6 months experience in a customer service and/or customer facing position is preferred.
Candidates with experience in providing excellent customer service, moving quickly to keep many projects going at once, and the ability to keep organized records will be competitive for this role

Nice to have