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Customer Care Representative- Spanish
hace 2 semanas
eTeacher Group is an EdTech pioneer delivering high-quality live online courses to over 50,000 students worldwide each year. With more than 550 employees and a rapidly evolving Learning Platform, we remain at the forefront of educational innovation. Our strategy is clear: create personalized, outcome-focused learning experiences powered by advanced teaching methodologies and cutting-edge AI technologies.
Our Customer Care Representatives are the first point of contact with our students and play a critical role in creating the best possible first impression.
They support new and existing students with a wide range of inquiries including course scheduling, billing questions, terms clarification, onboarding, technical assistance, and platform navigation—across both calls and digital channels such as WhatsApp, CRM messaging, and email.
Success in this role requires a service mindset, strong resilience under pressure, and consistent performance within a KPI-driven environment (Efficiency, Resolution Rates, SP-related support, Quality). Representatives handle high volumes while providing empathetic, professional support, especially to our elder student population (55+).
RESPONSIBILITIES
• Handle inbound/outbound calls and digital inquiries (WhatsApp, email, CRM).
• Troubleshoot issues, guide students, and provide clear solutions.
• Meet and exceed KPIs: Efficiency, Resolution, SP support, satisfaction.
• Assist frustrated or elderly students with patience, calm, and empathy.
• Navigate multiple systems simultaneously; document all actions in CRM.
• Provide technical troubleshooting and platform installation guidance.
• Perform additional administrative duties as assigned.
• Bilingual (English/Spanish) is a must; Portuguese is a significant plus.
• Experience in a call center environment is a MUST.
• Experience working in a rapid-pace, high-volume operational environment is a MUST.
• Excellent communication and relationship-building skills.
• Ability to remain calm and solution-oriented under pressure.
• Experience working with elder populations preferred.
• Strong problem-solving and multitasking abilities.
• Full flexibility to work morning/evening/night shifts.
• Ability to support global operations as needed.
• Reliable home-office environment with high-speed internet.
• Strong computer skills; Microsoft Office proficiency required.
• Working knowledge of PC and Mac operating systems is a plus.
• Reliable attendance and consistency.
Please submit your resume in English. Only English CVs will be considered.
