Offer summary

Qualifications:

Residence in Colombia., English level C1, preferably C2, with strong comprehension and writing skills., High communication skills, both oral and written., Organisational skills and ability to work under pressure..

Key responsabilities:

Manage resolution of user doubts and incidents related to registrations and cancellations.

Handle live chat support for urgent queries to enhance user experience.

Conduct weekly reporting on conversion rates from live chat interactions.

Collaborate with the IT team to address incidents and improve processes.

Job description

Welcome to our creative universe! 🚀

The Customer Service Agent manages the resolution of doubts and incidents in the processes of user registrations, file downloads, content uploads, as well as subscriber registrations and cancellations, in order to respond to users, collaborators and designers quickly and efficiently.

This role also manages the live chat, providing support and solutions to all types of urgent queries, with the aim of maximising the user experience through personalised and immediate treatment.

What do we offer? 🎁

Timetable from Thursday to Monday from 18:00 pm to 02:00 am The first week there will be a training onboarding in the morning.
Remote working
English level incentive
In-house English classes
Premium account on Freepik.com
Multicultural team of about 500 people
Private medical insurance 🩺
Ongoing training
Anniversary cards for length of service
Subsidy for psychology expenses 🧠
Corporate events: Pizza Day, Christmas Party, Summer Party, among others.
We are a Great Place to Work! 93% of employees say this is a great place to work 💥

What are your responsibilities? 💻

Resolution of doubts and incidents (tickets), mostly in English, in the processes of user and subscriber registrations and cancellations, file downloads and content uploads, through an advanced customer service management platform (Salesforce), in order to respond to users, collaborators and designers quickly and efficiently, guaranteeing a high level of satisfaction.
Live chat management, providing support and solutions to all types of urgent queries, with the aim of ensuring the correct use of resources and maximising the user experience through personalised and immediate treatment.
Weekly reporting and measurement of the conversion rate, resulting from direct live chat interaction, in order to know which of these direct interactions have been converted into subscriptions.
Management of unsubscription requests, making refunds through different payment methods within the established timeframes, to ensure that the unsubscription process is carried out in an optimal manner.
Establishment of permanent communication with the IT team, transmitting the incidents and doubts received, with the aim of examining the possible deviations produced in the implementation of processes and launching proposals for improvement, with continuous monitoring.
Drafting and updating the Frequently Asked Questions on the Freepik and Flaticon pages, with the aim of keeping relevant information up to date for our users, in order to reduce the number of tickets.
Daily management of various incidents such as: Copyright mailbox, which mainly consists of complaints of content theft from Freepik Company; problems related to plagiarism of contributors together with the Editing department; attention to comments made by users about the resources available for download; resolution of disputes from Premium users through the two payment platforms used in Freepik Company, etc.

What are we looking for? 💡

Residence in Colombia.
English level C1, preferably C2 (comprehension and written). Lower levels are not desirable.
High communication skills, both oral and written.
Organisational skills and quick conflict resolution.
Ability to work under pressure
High capacity for synthesis
Empathy, assertiveness and high capacity for teamwork.

Freepik Company is committed to ensuring equal opportunities for men and women and thus we guarantee equality in our recruitment process.

By applying for this job, you consent to the use of your personal data to manage your CV during our recruitment process. Should your profile not meet the requirements for the position, we will keep your data for further job offers for a period of 1 year, unless you state otherwise.Your data will not be passed on to third parties unless required by law. Please remember that you can exercise your rights of access, rectification, erasure, object, restriction of processing, and data portability, as well as rights in relation to automated decision making and profiling.To exercise your rights, send us an email at rpd@freepik.com and do not forget to attach a copy of your ID card or other valid identity document.

For more information, please refer to our Privacy Policy:

https://www.freepikcompany.com/privacy

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