Senior Bilingual Customer Service Representative

Jobtailor; Campinas; Híbrido; BRL 60 000 - 90 000; Tempo integral

Resumo da oferta

Jobtailor is seeking an experienced Customer Service / Account Management professional to coordinate order processing, cross-sell and upsell products, and drive end-to-end Order-to-Cash cycle. You will serve as the main liaison for customer and distribution inquiries and align with cross-functional teams across time zones.

Strong English and French skills are essential. The role supports remote and local operations with occasional remote workdays and a flexible schedule to cover North American

Qualificações

• Fluency in English and French with strong written and verbal communication.
• Minimum high school diploma; technical or higher education is a plus.
• 5+ years of customer service and/or account management experience preferred.
• Proficiency with SAP, Salesforce, Microsoft Office, Gmail, and Google Workspace.
• Willingness to work full shifts across time zones, including Brasília evenings.
• High-speed internet access for occasional remote workdays.
• Availability to work on local holidays to support North American operations.

Responsabilidades

• Establish open communication with customers and field teams about changes impacting expectations.
• Handle incoming calls related to customer needs and expectations.
• Resolve customer issues within KPIs, coordinating actions with other departments.
• Identify root causes and communicate with stakeholders to prevent recurrence.
• Serve as the Sales team’s primary contact for order- and distribution-related matters.
• Record orders accurately and process the Order-to-Cash cycle.
• Promote products through cross-selling and up-selling techniques.
• Support other departments and provide coverage for team members as needed.
• Keep management informed about accounts, product development, and the portfolio.

Conhecimentos

Customer Service

Account Management

Order Processing

Cross-Selling Techniques

Up-Selling Techniques

Formação académica

High school diploma or equivalent

Technical or higher education

Ferramentas

SAP

Salesforce

Microsoft Office

Gmail

Google Workspace

Descrição da oferta de emprego

Establish open communication with customers and field teams to promptly communicate changes or impacts on customer expectations.
Handle incoming calls related to customer needs and expectations.
Resolve customer issues within established KPIs, coordinating actions with other departments to ensure customer satisfaction.
Identify root causes and communicate with stakeholders to prevent recurrence.
Serve as the Sales team’s primary point of contact for order- and distribution-related matters.
Process orders accurately and efficiently, recording special instructions.
Record operational process updates and ensure completion of the Order-to-Cash cycle.
Promote products through cross-selling and up-selling techniques.
Support other departments and provide coverage for other team members as needed.
Keep management informed about accounts, product development, and the portfolio, escalating issues and concerns.
Recommend and implement improvements to existing processes.
Participate in meetings and identify opportunities to enhance services for internal and external customers.
Maintain phone and email communication with Account Managers regarding critical customer issues.

Requirements

• Fluency in English and French, with excellent verbal and written communication skills.
• High school diploma or equivalent; technical or higher education is a plus.
• More than 5 years of experience in Customer Service and/or Account Management is preferred.
• Proficiency with digital tools, including SAP, Salesforce, Microsoft Office, Gmail, and Google Workspace.
• Ability to adhere to scheduled hours and work full shifts, supporting different time zones and potentially working until 8:00 p.m. Brasília time (equivalent to 7:00 p.m. EST).
• High-speed internet access for occasional remote workdays.
• Availability to work on local holidays in support of North American operations.

Core Competencies

Demonstrates strong customer service and account management capabilities, with proficiency in SAP, Salesforce, and Microsoft Office. Bilingual in English and French, effectively communicating with diverse stakeholders to enhance customer satisfaction and operational efficiency.

Highest-signal resume keywords

• Customer Service Experience
• Account Management
• Fluency in English and French
• Proficiency in SAP and Salesforce
• Order-to-Cash Cycle Management

ATS Optimization Keywords

Hard Skills

• Customer Service
• Account Management
• Order Processing
• Cross-Selling Techniques
• Up-Selling Techniques

Soft Skills

• Communication Skills
• Problem-Solving
• Collaboration
• Adaptability

Industry Keywords

• Customer Satisfaction
• KPI Management
• Operational Process Improvement
• Remote Work
• North American Operations

Tools & Technologies

• SAP
• Salesforce
• Microsoft Office
• Gmail
• Google Workspace