at Estarta
The Customer Service Representative (CSR) will be responsible for providing support for a wide range of services. As the first point of contact, the CSR will represent the brand by delivering a low-effort experience and driving a complete resolution of the customer’s needs. The CSR will support customers, partners, and employees through a variety of channels, such as phone, email, and chat. Complex and out-of-scope work will be passed quickly to the next level of support.
Requirements
- Handling and driving the resolution of the inbound requests coming through different channels (phone, chat, email, and web) and on different platforms.
- Analyzing the problem and providing resolution by investigating potential solutions using troubleshooting skills and all available resources. When needed, handing over the case to different internal teams.
- Training, educating, and guiding the customer on all supported applications as per the customer’s requirements.
- Preparing the needed documentation.
- Collaborating with internal and external stakeholders and organizations.
- Delivering any other tasks assigned by the direct leader or manager.
Qualifications and Requirements :
Education:
- A university degree will be a plus.
Skills:
- Computer savvy and confident in their ability to make full use of the Internet.
- Strong listening skills to ensure a detailed understanding of the support request and remaining calm in stressful situations.
- Strategic thinking, being decisive, identifying the root cause, and looking beyond the initial symptoms.
- Focused on the outcome, ensuring a satisfactory resolution for the customer.
- Understands customer and business needs and learns quickly and eagerly.
- Is self-assured, self-motivated, and inspires others to succeed.
- They are proactive and open to sharing information, and they are always looking for what is best for the customer.
- Outstanding problem-solving abilities.
- Empathy and related soft skills for establishing customer rapport.
- Must be fluent in English and either French or Portuguese.
Benefits
Job Security: Benefit from an indefinite contract.
Comprehensive Benefits: Enjoy a robust benefits package including private insurance.
Career Growth: Access equal opportunities for career advancement.
Continuous Learning & Training: Gain access to a wide range of Cisco courses and training materials, alongside soft and hard skills development led by Estarta experts.
On boarding Phase: The first month includes full-time training, Monday to Friday, 09:00-17:00 (on-site).
Employment Status: Full-time.
Portuguese – Working Hours & Location: AMER Region, 15:00–23:00, Monday to Sunday, with 2 days off per week following the training period. The position is fully remote after training.
French – Working Hours & Location: EMEA Region, (09:00–17:00 / 11:00–19:00), Monday to Sunday, with 2 days off per week following the training period. The position is hybrid, with 2 days working from the home.
Fixed Salary – French & Portuguese: €1,200 gross per month.
