Call Center Agent

Responsibilities

• Provide first-level support to customers via phone and email
• Manage and follow up on cases related to product information, quality complaints, and purchase requests
• Document and update all interactions in the CRM system
• Identify and escalate situations to the appropriate areas
• Use communication templates and brand guidelines correctly
• Perform basic operational validations and customer data confirmation
• Meet performance and quality indicators (SLA, AHT, QA, and CSAT)
• Stay updated on operational processes and tools
• Collaborate with supervisors on feedback and continuous improvement sessions

Requirements

• Conversational English (minimum B2 level)
• High school diploma completed
• Experience in customer service or contact center roles
• Basic proficiency in office tools and CRM systems
• Strong verbal and written communication skills
• Good spelling and grammar
• Ability to organize and prioritize tasks
• Customer service orientation and metric compliance

About the Company

With over 38 years of experience and a global presence, Stefanini transforms the future through innovation, respect, and commitment.