Customer Service Representative – Portuguese Language (US Shift)

Estarta; United States; Remote; USD 12,000 - 13,000; Full time

Benefits offered by this job

Private insurance

Career growth opportunities

Indefinite contract

Job summary

Estarta is hiring a Customer Service Representative to support customers, partners, and employees across phone, email, and chat. The CSR will deliver a low-effort experience and drive complete issue resolution while escalating complex tasks to the appropriate teams.

The role requires fluent English and Portuguese, strong listening and empathy, and the ability to guide users on supported applications. It is a remote position supporting the US region, with standard full-time hours and ongoing

Qualifications

• Fluency in written and spoken English and Portuguese.
• Ability to train, educate, and guide customers on supported applications.
• Strong focus on delivering low-effort, high-resolution support.
• Proactive, self-motivated with good teamwork skills.

Responsibilities

• Handle and resolve inbound requests via phone, chat, email, and web across platforms.
• Analyze problems and investigate solutions; hand over to internal teams when needed.
• Provide guidance and training on supported applications to customers.
• Prepare required documentation.
• Collaborate with internal and external stakeholders.
• Maintain calm, listen effectively, and ensure satisfactory outcomes.

Skills

Bilingual English/Portuguese

Empathy

Active listening

Problem solving

Tools

CRM software

Job description

The Customer Service Representative (CSR) will be responsible for providing support for a wide range of services. As the first point of contact, the CSR will represent the brand promise by delivering a low-effort experience and driving a complete resolution of the customer’s needs. The CSR will support customers, partners, and employees through a variety of channels, such as phone, email, and chat. Complex and out-of-scope work will be passed quickly to the next level of support.

Responsibilities :

• Handling and driving the resolution of the inbound requests coming through different channels (phone, chat, email, and web) and on different platforms.
• Analyzing the problem and providing resolution by investigating potential solutions using troubleshooting skills and all available resources. When needed, handing over the case to different internal teams.
• Training, educating, and guiding the customer on all supported applications as per the customer’s requirements.
• Preparing the needed documentation.
• Collaborating with internal and external stakeholders and organizations.
• Delivering any other tasks assigned by the direct TL or manager.
• Fluency in written and spoken English and Portuguese.
• Computer savvy and confident in their ability to make full use of the Internet.
• Strong listening skills to ensure a detailed understanding of the support request and remaining calm in stressful situations.
• Strategic thinking, being decisive, identifying the root cause, and looking beyond the initial symptoms.
• Focused on the outcome, ensuring a satisfactory resolution for the customer.
• Understands customer and business needs and learns quickly and eagerly.
• Is self-assured, self-motivated, and inspires others to succeed.
• They are proactive and open to sharing information, and they are always looking for what is best for the customer.
• Outstanding problem-solving abilities.
• Empathy and related soft skills for establishing customer rapport.
• Job Security: Benefit from an indefinite contract.
• Comprehensive Benefits: Enjoy a robust benefits package including private insurance.
• Career Growth: Access equal opportunities for career advancement.
• Continuous Learning & Training: Gain access to a wide range of Cisco courses and training materials, alongside soft and hard skills development led by Estarta experts.
• On-boarding Phase: The first month includes full-time training, Monday to Friday, 09:00-17:00 (on-site).
• Employment Status: Full-time.
• Working Hours & Location: Remote position supporting the US region, with working hours from 15:00 to 23:00, Monday through Sunday, with two days off per week.
• Range of Salary: 1,100 - 1,200 gross per month.