GSD Global Support Generalist, Portuguese/English, Distribution Support
About The Position
The Global Support Generalist is responsible for promoting customer satisfaction by maintaining positive customer relations and coordinating a wide variety of functions as they relate to global support and request fulfillment. The person in this role will build trust by understanding the unique global needs of our customers and resolve those needs effectively and efficiently. The Generalist is expected to respond to customer inquiries in an accurate and timely manner using all forms of communication including phone, email, and electronic messages. The Generalist records all appropriate information in the proper Church operated system. This role handles basic to moderate issues and problems while referring more complex issues to higher-level staff. Under the current Alternative Work Arrangement (AWA) for this position, the incumbent is required to work a minimum of 1 day in the office each week (may be more based on business needs); therefore, must live close. Please note that this hybrid arrangement is subject to an approval process and may change at any time based upon business, team, division, and department needs. The ideal candidate will provide exceptional support to our global customer base, ensuring timely and effective resolution of inquiries. This role requires fluency in both English and Portuguese and the ability to work collaboratively across diverse teams.
Requirements
- Requires a high school diploma or equivalent, 0 to 2 years of related experience preferred
- Ability to learn computer programs, databases, and websites quickly
- Fluency in reading, writing, and speaking Portuguese and English is required
- Quick to respond to requests and completely dependable on follow-through
- Demonstrated ability to handle sensitive, confidential information
- Superior oral and written communication skills
- Performs work under general supervision
- Outstanding customer skills, with the ability to empathize and professionally troubleshoot and resolve customer issues
- Handles basic to intermediate issues and problems, and refers more complex issues to Global Support Specialists
Responsibilities
- Acts as the first point of contact for all customer phone calls and emails, and provide prompt resolution and troubleshooting for the customer
- Delivers exceptional customer service to both external and internal customers
- Clarifies customer requirements; probes for understanding, provides resolution to the customer
- Facilitates the timely and complete resolution of current and potential customer issues and inquiries
- Acts as the point person on all order processing and requests
- Initiates account credits, returns, and general customer maintenance
- Uses knowledge of our products and the gospel to suggest alternative and additional products or solutions to customers
- Records all customer contact information in CRM system
- Outbound customer contact as inquiries and projects require
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
