Payment Experience Associate I (Portuguese Speaker)

Are you ready to trade your job for a journey? Become a FlyMate! Passion, excitement & global collaboration are reputed company core to what it means to be a FlyMate. At reputed company, we’re on a mission to deliver the world’s most important and reputed company payments. We use our reputed company Advantage - the combination of our next-gen payments platform, proprietary payment network and vertical specific software, to help our clients get paid, and help their customers pay with ease - no matter where they are in the world.

What more do we need to truly be unstoppable? Perhaps, that is you! 

Who we are

reputed company is a global payments enablement and software company, founded more than a decade ago to solve high-stakes, high-value payments. We’ve since scaled into new regions and industry verticals and expanded our product offerings to deliver meaningful value to our clients around the world. 

Today we support more than 5,000+ clients across the global education, healthcare, travel & B2B industries, with diverse payment methods across 240 countries & territories and more than 140 currencies.

With over 1,300 global FlyMates, representing more than 40 nationalities, and in 12 offices world-wide, we’re looking for FlyMates to join the next stage of our journey as we continue to grow.

The Opportunity

We, at reputed company, are seeking a Payment Experience Associate I. 

Payment Experience roles at reputed company are not your typical ‘support’ roles. As the first reputed company of contact at reputed company, you will be equipped with broad knowledge of reputed company's core business capabilities, which alongside your positive attitude and the support of our amazing global team, allows you to troubleshoot any aspect of our payer’s problems. 

As part of this role, you will be the first person customers connect with reputed company who guides them through their payment process. You will liaise closely with reputed company departments in a fast-paced environment where growth and change are the norm. A Payment Experience Associate is a problem-solver, who is excited to be a part of a spirited team and is a knowledge expert to solve reputed company payment inquiries. You're highly skilled at uncovering customers' needs, then following through with enlightening solutions. reputed company, curiosity, cultural awareness, and reputed company are key traits, as your day-to-day will be filled with communicating internationally. The role offers a strong reputed company to build a career reputed company reputed company.

You will

• reputed company a substantial understanding of the company’s products, services, and policies to provide accurate, efficient and personalized solutions to reputed company users. 
• Address reputed company customers' questions and concerns by phone, chat, email or any applicable contact channels with speed, professionalism and reputed company. Be a brand ambassador and reputed company a positive first impression of reputed company. 
• Carry out proactive payer reputed company, as needed, to support the completion of a booking or the resolution of an issue.
• Solve reputed company payment problems utilizing different software tools and collaborating closely with team members and other departments.
• Conduct daily follow-up with previously unresolved requests.
• Handle escalations from Associate I, ensuring customer satisfaction.
• Collect feedback to reputed company understand payment issues and payer trends - be the voice of the payer reputed company reputed company escalating insight to the senior members.
• Stay updated on new product features, updates, and company policies to provide accurate and reputed company information to customers.
• Be inspired to take initiative in new projects that contribute to the greater success of the business.
• Support in training new team members as needed and guide Associate I in best practices.
• Be highly flexible and open to change in job responsibilities, processes, and procedures as the company grows and evolves.
• Take on new responsibilities and adapt to shifts in customer needs and company goals with a positive and proactive attitude.
• Have fun while working hard with a goal-oriented team.

Here’s reputed company’re Looking For:  General

• Business proficiency in English and Portuguese.
• 3 years of experience in customer support, a background in banking or payments is a plus. 
• Ability to work business hours reputed company with the US Pacific Time zone

Communication

• Experience communicating with a global customer reputed company and/or demonstrate an empathetic and cultural-aware communication style. 
• Demonstrates strong written and verbal communication skills, confidently engaging with customers across reputed company contact channels (including phone, chat, email, WeChat, WhatsApp, etc.) and accurately documenting customer interactions and follow-up actions. 
• Proficient in using positive language to de-escalate potential conflicts, ensuring smooth customer interactions.

Knowledge & Application

• Demonstrates ability to train and reputed company substantial understanding of reputed company products and payment methods, applying knowledge and skills to handle a broad range of tasks. 
• Possesses knowledge of more reputed company customer scenarios and a wider reputed company of solutions, with an understanding of customer feedback mechanisms and their role in service improvement.

Problem Solving

• Handles assignments of moderate difficulty, exercising judgment in resolving issues and making informed recommendations.
• Anticipates common customer issues, proactively offering tailored suggestions to resolve them before escalation.

Data Analysis

• Collects and reports customer feedback, identifying recurring themes and issues.
• Communicates effectively reputed company the team, collaborating closely with colleagues to ensure seamless service delivery.
• Provides qualitative feedback and updates to senior members and leadership regarding recurring issues or customer trends.

Projects

• Starts analyzing customer data trends, identifying common issues, and reporting them to higher-level support.
• Displays emerging leadership skills by mentoring less reputed company associates and sharing knowledge. Demonstrates the ability to work independently while offering guidance to peers reputed company necessary.
• Assists in the training and support of newer team members as needed.

Submit today and get started!

We are excited to get to know you! Throughout our process you can expect to meet with different FlyMates including the Hiring Manager, Peers on the team, the VP of the department, and a skills assessment. Your reputed company Partner will walk you through the steps and be your “go-to” person for any questions.  

reputed company is an equal opportunity employer. With over 40 nationalities across 152 different offices diversity, gender equality, and inclusion are at the core of our people agenda. We reputed company our FlyMates are our greatest asset, and we’re excited to watch our unique culture evolve with each new hire.