About Catena: At Catena, we redefine overseas hiring by cultivating talent. Our rigorous qualification program and exclusive upskilling opportunities pave the way for our candidates' prosperous future at no cost. We scout the brightest individuals, equip them with superior skills, and connect them with high-profile roles. Join us as a driven, ambitious individual and work directly with executives, evolving as their indispensable partners. Are you ready for this transformative challenge? About the job: Role: Customer Support Representative Work schedule: Full Time | 40 hours per week | 24/7 shifting schedule with 2 days of rest Salary Range: Up to ARS 1,200,000.00 (Argentine Peso) per month They are a global wallet that provides users with a way to pay, send, and receive money . They offer online payments, virtual and physical debit cards, peer-to-peer money transfers, and more. As a Customer Support Representative , you will be at the forefront of our customer interactions, providing timely first assistance to our users via email and chat. The role is instrumental in addressing user inquiries, troubleshooting issues, and enhancing the platform's user satisfaction. The candidate we are looking for should possess experience in customer service and be fluent in both English and Spanish. You should be adept at utilizing digital channels such as chats, emails, and social media platforms. As a key member of our customer support team, you will play a crucial role in ensuring our customers receive timely and accurate assistance, contributing to an exceptional overall customer experience. Respond promptly and professionally to user inquiries via email or chat, demonstrating excellent written communication skills. Ensure user complaints are handled with empathy, patience, and efficiency, aiming for first-contact resolution whenever possible. Provide accurate information about our company's virtual wallet features, card services, bill payments, and other offerings. Troubleshoot and resolve basic account-related issues users encounter, offering clear instructions and solutions. In cases requiring advanced expertise, you will escalate issues to other agents of different levels within the team, as well as collaborate with other teams, ensuring a swift and effective resolution of users' tickets. You will be expected to contact and respond to 120 unique customers per day, either by chat or email channels. Requirements Bilingual proficiency in English and Spanish. Must have a FINTECH/GLOBAL WALLET/BANKING background. Experience dealing with customers, preferably in a digital environment. Strong written communication skills, demonstrating empathy and patience in customer interactions through digital channels such as chats and emails. Strong customer service orientation with a focus on delivering exceptional experiences. Flexibility to adapt to changing priorities and willingness to work varying shifts. Ability to escalate cases appropriately and collaborate with other departments when needed. Goal-oriented with the ability to achieve daily conversation targets.
