Customer Care Rep - Merchant (Portuguese/Spanish)

Respond to customer inquiries via phone, email, and chat, providing support on products, services, accounts, and transactions. Research and resolve customer concerns accurately, proactively addressing potential future issues to minimize recontacts. Act as an escalation point for agents, assisting with complex customer interactions and ensuring timely resolutions. Mentor and coach new agents through one-on-one and group training, tracking progress and providing feedback. Provide regular feedback to managers and team leads on agent performance, customer issues, and process improvements. Maintain account confidentiality, ensuring customer privacy and security in all interactions. Collaborate with operational support teams to identify and resolve system or process issues impacting customer experience. Process and manage customer interactions across multiple communication channels, including consult lines, escalation lines, email, fax, and work queues. Deliver on metrics for productivity and quality for example phone handle time, quality assessment, customer satisfaction etc. Tracks inquiries to their resolution; escalating i ssues when necessary. Documents responses and logs as required according to our workflows. Follow up to process tickets and transaction requests getting back to the customer in a timely manner. Perform other duties and required. Skills Required: Strong working knowledge of PC based internet and software applications (Internet, Microsoft Office - Outlook, Word, Excel) Strong verbal (phone) communication skill s utilizing active listening and clearly speaking to customers Strong written (email) communication utilizing proper grammar and punctuation Work hard / play hard - Fast-paced paced yet fun working environment At least 2 Years relevant experience in Customer Service, preferably with background in handling merchants/corporate accounts (B2B) and very strong in Account Management. Financial service industry or call center environment is advantageous, with knowledge of the following areas: Technical or Product Support, Credit Fraud or Credit Risk, Sales (commission-based, quota-based, up-selling, cross-selling), Marketing and business development. Excellent English comms skills. Portuguese/ Spanish language capacity preferred. Able to effectively communicate, verbally and in writing, in both Portuguese/Spanish and English. Proven ability to handle challenging customers in a professional manner while remaining calm Ability to work both independently and as part of a team. Problem Solving: Appetite to troubleshoot with correct solution using tools, resources, and technology. Agility: Prioritize and manage time efficiency by adhering to clearly defined KPIs Adaptability: Learning on the fly, multi-tasking and efficiently using tools to identify and solve complex problems. Ability to work independently while making sound business decisions on case information Ability to multitask using multiple systems, screens, and tasks during customer contacts Ability to learn and adapt to new software technologies Put People First: Provide and seek constructive feedback - clear is kind; Choose Inclusion and foster belonging Work Customer Back: Focus on our customers' greatest needs, sweating every detail; Solve with tech and innovation; Create simple and valuable customer experiences Ability to work independently while making sound business decisions on case information Customer focus Strong listening skills Problem solving & solutions-oriented Remains calm under pressure Drive for results Functional / technical skills Upholds strong ethics and values, integrity and trust Empathy and Customer focus Communicate with clarity Genuinely care about helping customers to resolve their cases Actively listen and ask questions in a positive and professional manner to find the quickest resolution Work independently while making sound business decisions for customers Ability to multi-tasking - multiple systems, screens, active listening