Senior Customer Service Advisor

We run a marketplace with over 300,000 active sellers and fulfillment centres in four regions. Vieira Marketplace operates consumer websites and apps used by tens of millions of people each month. Product reviews happen on Thursdays, with demos of whatever shipped that week.

Overview

We are adding a Senior Customer Service Advisor to our Billing team. Looking for patient people who can follow a process, type while they talk and stay polite with upset callers. Paid training for the first two weeks. After that you will handle 40 to 60 contacts per shift. Hybrid, with three days a week in our São Paulo office.

Key responsibilities

• Complete required training and quality coaching sessions.
• Transfer calls to the right department with a warm handoff.
• Escalate complaints that need a supervisor or another department.
• Update customer records accurately.
• Document every interaction in Zendesk or Salesforce Service Cloud.
• Follow scripts and required disclosures on recorded lines.
• Notice repeat problems and report them to your team lead.

Qualifications

• Basic computer skills (Windows, Outlook, web browsers)
• Comfortable using multiple screens and systems at the same time.
• Must pass a background check.
• Typing speed of at least 35 WPM.
• Able to sit at a workstation and wear a headset for a full shift.
• Clear speaking voice and good listening skills.
• Reliable attendance. Schedule adherence is tracked.

Preferred qualifications

• Bilingual English and Spanish (pay differential)
• Experience handling escalations.

Schedule: Four 10-hour shifts, rotating weekend day

Compensation: R$3,000 to R$3,500 monthly

What you get

• Private health insurance.
• Hybrid work.
• Annual bonus.
• Life insurance.
• Savings fund.
• Meal vouchers.
• Gym membership.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Vieira Marketplace.