Customer Support Agent (Brazilian Portuguese speaking)
- Stockholm
- Hybrid
To maintain high service standards and make sure we provide top-notch merchant support, we’re in search of a Customer Support Agent to join our Customer Support team. The scope for the role includes, but is not limited to, handling tickets from our merchants (i.e. our customers) as well as end users with different questions they have, for example regarding a specific transaction or their account. Additionally, you will work with back office tasks such as investigating transactions, performing payouts etc. You will work closely with the Product team, Engineering team, AML team, Sales and Finance. Apart from supporting customers you will support internally by participating in sales meetings with prospective merchants to learn what kind of support they are expecting to get. The ideal candidate will have excellent communication skills and a friendly, empathetic attitude, taking pleasure in resolving issues and ensuring customer satisfaction.
We are looking for a curious and service minded colleague who wants to be a part of our cool journey and grow with us. Are you a team player and an analytic person that likes to go to the bottom with problems? Are you also an easy learner and someone who genuinely enjoys helping customers and thrives on delivering exceptional service? Then we are looking forward to hearing from you!
This is what you’ll do:
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Handling tickets from our merchants, like what happened with a specific payment, mostly via email and WhatsApp
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Checking and matching payments
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Working on the team projects to improve customer experience
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Work with such software as Freshdesk, Jira and ADRA
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Handling fraud cases
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Correcting payments
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Escalating and highlighting issues to the tech team and other teams
Skills & Requirements
This is what you’re good at
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Excel
- English and Brazilian Portuguese is a must
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At least 3 years of experience in a support function
- Experience working towards Brazilian market in a similar role
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Resolving customer issues and improving their overall experience with our products/services
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Maintaining a positive, empathetic, and professional attitude towards customers at all times
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Seeing the bigger picture of the workflow and development of processes
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Identifying particular things, eye for details
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Enjoy providing first-class service both internally and externally
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Hold a Swedish Bank ID
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Able and willing to work outside office hours
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Experience in catching and handling fraud cases and B2B support is a big plus
Great Place to Work
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VAYCAY MODE – Vacation and time off is important
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CELEBRATING YOU – Choose your special days off
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TREAT YOURSELF – Annual wellness benefit and EAP
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PENSION – We provide pension contributions
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MAMA’S AND PAPA’S – We offer a parental pay top-up
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STAY CURIOUS – Annual education budget
About the company
ZIMPLER PHILOSOPHY
We are rapidly expanding in new key markets with a mission to simplify payment transactions everywhere. As we grow, we’re on the hunt for the best, most creative people to join us in sharing our guiding principles and goals. People are at the centre of everything we do and our whole purpose and promise stem from making life easier – for our customers and their customers – with the help of our unstoppable Zimpler crew.
Every person and identity within the expanding walls of our company matters. It is a well-demonstrated fact that a product’s market share and usability increases as the diversity of the team creating it increases. So, for that reason, and many others, we take great pride in our culture. As we’re on a mission to build a global payment solution, naturally our fantastic employees need to represent the world, too. Are you next to join us?
OUR GUIDING PRINCIPLESOUR GUIDING PRINCIPLES
Be you, play togetherWe know that everyone has a singular story, their own sacred style of genius and we value them all equally. We are open and honest and we talk with each other, not about each other. We act without prestige and we always look for other perspectives, knowing that the best results are the ones we reach together.
Drive innovation, deliverWe daydream about a world that doesn’t exist today and to solve the problems of tomorrow. Fueled by curiosity, we always challenge ourselves to use our imagination and drive innovation. We dare to go outside our comfort zone to find better ways to create, collaborate and deliver data-driven results.
Take action, learn, grow,We don't sit around talking about what we could do, we DO IT. We hold ourselves accountable in all our efforts and we ask ourselves “What can I do to beat yesterday?”. We encourage each other to keep learning, to constantly grow and evolve. We aren’t afraid of failures, we make failures a positive learning opportunity.
We 💛 our customersEverything we do, we do with our customers' best interest in mind. We strive for great customer satisfaction and use data to continue to improve. By actively listening and solving problems, we make sure we always suit the needs of our customers and are flexible. To us, qualitative work will always be more important than quantitative.
Olha Bahmat | Contact Person
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