Customer Service Representative - Latin America Market

Overview

This position involves managing customer inquiries and after-sales support for users across Latin America, especially Portuguese and Spanish-speaking regions. The role requires addressing user concerns swiftly and effectively, providing business support related to registration, account issues, financial transactions, event participation, and more via various communication channels such as in-app chat and email.

Key Responsibilities

• Respond promptly to online queries and provide after-sales service for users in Latin America.
• Assist users with registration, login, recharge, withdrawal, event participation, and account anomalies.
• Coordinate with operations, risk control, and technical teams to resolve user issues and keep users informed on progress.
• Maintain daily service for VIP and high-value users to enhance customer satisfaction and retention.
• Collect user feedback, analyze recurring problems, and update customer support narratives and knowledge base to improve service quality.
• Identify potential account irregularities, violations, and fraud risks; escalate them following internal procedures.
• Develop thorough knowledge of platform products, event rules, and operational policies to offer professional and accurate assistance.
• Carry out any additional tasks assigned by management.

Required Qualifications and Skills

• College degree or higher; field of study is not restricted.
• Fluent in Spanish for effective user communication; basic proficiency in Chinese and English is advantageous.
• Preferred experience in overseas internet sectors, social entertainment, gaming platforms, or customer service roles.
• Strong customer service mindset, excellent communication, adaptability to handle complaints and unexpected situations well.
• Proficiency with office software (e.g., MS Office), fast typing skills, and the ability to manage multiple inquiries simultaneously.
• Detail-oriented, responsible, team player with solid execution capabilities.
• Willingness to work in a shift-based system including nights, weekends, and holidays.

Preferred Attributes

• Experience in customer service focused on the Latin American market with knowledge of countries such as Brazil, Mexico, Colombia, Argentina, and Chile.
• Familiarity with Latin American culture and user communication styles.
• Experience supporting users on overseas social media, LIVE streaming, and entertainment platforms.
• Competence in using CRM systems for customer service management.

Additional Expectations

• Customer-centric attitude toward service.
• Excellent cross-cultural communication skills.
• Strong analytical and problem-solving abilities along with coordination skills.
• Ability to thrive in a dynamic, fast-paced overseas business environment.