Customer Service Representative

Company Overview

TaDa Delivery is the global direct-to-consumer brand of AB InBev. It operates in several countries across Latin America and South Africa, with a focus on creating enjoyable customer experiences around popular beer brands. The company values innovation, dependable service, customer-first thinking, and a lively, creative work culture where quality interactions matter.

Role Overview

This is a full-time Customer Service Representative position. You will support customers through phone, chat, and email, sharing accurate and prompt information about orders, deliveries, and products. The role includes managing queries, troubleshooting issues, monitoring order status, working closely with operations and logistics teams, and helping deliver a smooth end-to-end customer experience. You will also record conversations, follow internal procedures, escalate complex matters when required, and share insights that can help improve support processes. The role demands strong service standards and a clear focus on customer satisfaction and brand image.

Key Responsibilities

• Respond to customer questions and concerns through chat and email with speed, empathy, and clarity.
• Act as the main contact for customers and handle their issues in a careful, service-oriented manner.
• Support conversations across chat, email, and ticketing systems while maintaining a helpful tone.
• Log customer cases accurately and route unresolved matters to the appropriate internal teams.
• Maintain strong quality and response-time performance while keeping interactions human and supportive.
• Identify recurring customer problems and report them so underlying issues can be addressed.

Candidate Profile

The ideal candidate communicates well in English, both verbally and in writing, and brings a genuinely helpful mindset. Prior customer-facing experience and solid troubleshooting ability are important. You should be comfortable working remotely, including overlapping with US and EU business hours, and be able to maintain a dependable home internet connection and a quiet professional workspace.

Preferred Experience

• Hands-on experience with help desk platforms such as Zendesk, Intercom, or Freshdesk.
• Previous support experience in SaaS or marketplace environments.
• Knowledge of an additional language besides English.

Work Setup Requirements

This role is remote, but it requires a stable internet connection and a distraction-free remote work environment. The schedule may overlap with business hours in the US and Europe.