Customer Support Assistant - Portuguese & Brazilian Market

  • Customer Care
  • Coimbra, Portugal

Customer Support Assistant - Portuguese & Brazilian Market

Job description

GoodBarber is looking for a Portuguese speaking Customer Care Assistant to join our fast-growing team in Coimbra, Portugal.

You will be in charge of helping our Brazilian and Portuguese customers achieve their goals by using our product.

GoodBarber is the leading European platform for building mobile apps. Targeting non-developers, our DIY online tool helps content producers, brands and local businesses publish native apps (iOS and Android) and create Progressive Web Apps.


We are a team of 40 people, passionate about amazing design and delivering the best possible experience to our users, spread across our 3 offices in Ajaccio (Corsica), Lisbon (PT), Coimbra (PT) and New York (US).

You will be working from our office in Coimbra and will be in permanent contact with the teams of Ajaccio, Lisbon and New York through email, live chat, or video meetings. You will also collaborate with the other teams of the company in order to maintain and improve the global quality of our services.


Job Purpose.


The Customer Care Assistant knows perfectly how an app can be built with GoodBarber and points people in the right direction to set up their project. Always listening to understand how GoodBarber can solve the user's problem, the Customer Care Assistant is a tech-savvy person that can explain clearly to anyone how GoodBarber can be the solution to achieve their goals.


The Customer Care Assistant engages with the customers in order to build a relationship based on trust and loyalty with the company. The Customer Care Assistant also works on customers’ retention and contacts the customers who unsubscribed to finds the appropriate argumentation to make them stay.

Requirements

  • Native Portuguese speaker.
  • Fluent English speaker.
  • Excellent verbal and written communication skills
  • Confidence on the phone
  • Problem-solving, detail-oriented
  • Ability to learn quickly, adapt to change and be tech-savvy
  • Ability to independently and successfully manage a high volume of account-related tasks including contract management, support case escalation, email, and phone communication.
  • Ability to build strong relationships with internal teams
  • Politeness, diplomacy, and pedagogy
  • Ethical and honest approach.
  • A third language is a plus


Customer Care Assistant duties

  • Answering product and services inquiries
  • Qualifying and understanding a customer's needs
  • Prioritizing the issues, escalating them quickly and efficiently, following-up on the resolution and giving the customer regular updates.
  • Managing the app submission process for the customer when requested 
  • Teaching the clients how to make the most of the GoodBarber technology
  • Managing product or service reports
  • Contributing to team effort to improve the platform and customer service quality.
  • Translating written materials including online documentation, blog articles, text variables
  • Producing and translating high-quality content including online documentation, video tutorials or webinars.
  • Contacting clients when they unsubscribe to understand their motives and offer an alternative

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Miscellaneous

Health insurance is provided.

Job Type: Full-time