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About the role
Key responsibilities & impact- Ensure a smooth, reliable, and solution-oriented experience for Fortbras financial services customers by providing Level 1 support
- Provide proactive and reactive support to mechanics via phone, WhatsApp, and email
- Assist internal teams and customers with questions about financial services, loyalty programs, and Fortbras products and sub-brands
- Support card reader activation
- Ensure response times remain within the defined SLA
- Record 100% of interactions in the CRM
- Accurately classify contact reasons
- Update customer profile information
- Flag recurring pain points or sources of friction
- Support the development of a structured database for future CRM campaigns
- Monitor post-service NPS/CSAT
- Identify opportunities to improve the customer journey
- Escalate critical issues to the Financial Services Specialist (Level 2)
- Support the creation of FAQs and the knowledge base
- Guide customers on benefits associated with Fortbras
- Support enrollment in promotional campaigns
- Encourage recurring usage
- Support reactivation initiatives for inactive customers
Requirements
What you’ll need- College degree in progress or completed in Business Administration, Marketing, Management Processes, or a related field
- Previous experience in customer service, a call center, or customer support (SAC)
- B2B customer service experience is a plus
- Basic to intermediate proficiency in Microsoft Office
- Familiarity with CRM systems is desirable
- Strong data organization skills
- Basic knowledge of financial products is a plus
- Clear, instructional communication skills
- Patience and active listening
- Organization and operational discipline
- Basic analytical skills, including the ability to identify patterns
- Ownership mindset
- Resilience when dealing with operational customers
Benefits
Comp & perks- EVERYONE IS WELCOME to apply for all our positions, regardless of gender, sexual orientation, race/ethnicity, age, or disability
- This position is also open to people with disabilities