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General information

Customer Care Agent - Sao Paulo

Job description

Working within the General Helpdesk team, you will be responsible for providing live assistance for all customers across the Arkadin client base. You will be responsible for ensuring that all internal and external Service Level Agreements are met at all times and that the standard of service provided to our clients is of the highest quality.
This will include providing prompt assistance on audio and web conferences, answering incoming calls and chats to the Customer Care department and replying in a timely manner to customer emails. You will provide basic troubleshooting to clients for any service complaints, and be responsible for ensuring that your tickets are managed according to SLA's via the CRM toll.

Job Family

Service Assurance (SA)

Type of Contract


Location Job

LATAM, Brazil, São Paulo



Key activities & Tasks

    ‐ To provide support and management to all Service requests, assisting cusomers who are having issues with their audio call or webconf
    ‐ To process incoming queries and incident's to the Customer Service helpline or customer service inbox.
    ‐ To effectively respond to all requests for information, including providing access lists and copies of account information, processing recording and transcription requests, and providing advice on products and services.
    ‐ To perform standard Changes/MAC (Move, Add, Cease) according to predefined process upon clients request or to alternatively redirect to the appropriate team
    ‐ To provide knowledgeable product support on all Arkadin Services to clients
    ‐ To book and co-ordinate pre-booked dial out's - including legal dial out's.
    ‐ To conduct regular and thorough ‘bridge sweeps'
    ‐ To assist the Events and other Operations teams according to the needs of the business.

Core skills & requirements

    ‐ Possess and use a confident, clear professional telephone manner at all times.
    ‐ To have very strong communication skills, especially in spoken and written designated Language(s)
    ‐ Spanish and English language skills (written and verbal) is a must
    ‐ Computer literacy. This must include MS Word, Excel, Outlook, Internet Explorer and PowerPoint.
    ‐ Knowledge of Arkadin's product portfolio (internal + partners) is desirable but not essential.
    ‐ Highly organized, with strong self-motivation and administrative skills.
    ‐ The ability to effectively manage their time and prioritize their workload at all times.
    ‐ Previous business-to-business customer service experience
    ‐ Demonstrate a positive attitude to self-development by embracing new products/skills/procedures and adhering to ‘best practice' at all times.

Key expected results (deliverable, KPI's)

    ‐ Answer to clients incoming general requests (via call, email or WebChat) in respect of SLA
    ‐ Perform outbound contacts (callback or mail notification) depending on the processed needs
    ‐ Achieve and maintain up to date internal certification level to ensure appropriate support
    ‐ Contribute to high level of customer satisfaction in Arkadin CSAT surveys
    ‐ Ensure clear communications to clients as and when required