English-Speaking Customer Service Agent

About the role

1GLOBAL, a technology-driven global mobile communications provider, is hiring an English-speaking Customer Service Agent for its São Paulo team. The agent provides telephone and online support to business customers, Monday to Friday, in a hybrid workplace.

Key responsibilities

• Act as first-line support, solving customers' technical queries by phone and email
• Track, collate and respond to customer issues within agreed timescales
• Escalate and liaise with Technical Support in Portugal on more complex cases
• Work closely with Service Account Managers to help develop, grow and retain customer accounts

Required profile

• Business-proficiency level English, able to explain technical information simply to customers
• Experience in Helpdesk, Customer Service or Call Centre roles, or in Mobile Handset support or the Telecoms sector (GSM and VoIP)
• Ability to handle complaints effectively and manage calls professionally
• Teamwork, organization, time management, analytical and problem-solving skills, and good attention to detail
• Availability to work Monday to Sunday in rotational shifts covering 24 hours a day, 7 days a week

Required skills

• Thorough working knowledge of Microsoft Office, ticketing systems and customer service procedures
• Knowledge of supporting GSM is preferred

What we offer

• CLT contract with stable employment and reliable benefits
• Quarterly performance bonuses
• Meal allowance of R$100 per working day paid into a Caju card
• Health insurance with SulAmérica, 50% covered by the company
• Extended parental leave: 180 days maternity leave and 20 days paternity leave
• Daycare allowance of R$500 per month per child for mothers with children under 3