Customer Service Specialist

albo

albo is a fintech leader that offers financial products to individuals and small businesses, with the mission of providing financial freedom to all people, anywhere.

About the role

To be the first point of contact with customers through written channels, providing high-level attention. Contribute to continuous customer experience improvement by resolving integral requests from the first contact or, when case complexity requires it, ensuring timely and effective follow-up until correct solution is achieved.

What you'll do in albo?

Manage customer interactions through various channels (ticketing system, instant messaging, calls, and virtual meetings), ensuring compliance with established operational procedures (SOPs) and maintaining high-quality service standards.

Main Activities

• Provide written attention to customers with high quality, taking care of grammar, writing, and clarity in each interaction, and complying with standardized processes.
• Identify customer needs precisely, making decisions within the scope of responsibility and escalating strategically those cases that represent an impact for the customer.
• Follow up promptly on requests requiring internal support area intervention, ensuring clear communication, case tracing, and proper closure.
  
  

We're looking for in you

• Degree completed or in progress (title holder or student).
• Experience in customer service (B2C).
• Clear, fluent, and assertive written communication with professional vocabulary.
• Excellent grammar and writing skills.
• Experience using customer management tools (CRM) as well as proficiency in Google Workspace and Microsoft Office package (especially Excel and Word).
• Customer service through various channels, including phone-based attention.
• Availability to roll shifts and provide attention on weekends, according to operation requirements.
• High orientation towards problem-solving and customer experience, with initiative to propose alternatives within established guidelines.
  
  

We're looking for a customer-oriented person who understands their needs as priority and is focused on providing a positive and resolutive experience in each interaction. With high empathy capacity, judgment to guide requests towards effective solution, and active participation in continuous customer experience improvement.

Preferably with experience in fintech environments, banking institutions, or electronic commerce.