Customer Service - Bilingual - Portuguese

Sutherland is seeking a bilingual Portuguese-English Customer Service representative to assist customers through phone and email. The role involves supporting account management, fantasy sports participation, technical troubleshooting, issue resolution, CRM documentation, and adherence to call center performance standards.

Responsibilities:

• Respond to customer inquiries via phone and email, in a professional and timely manner
• Assist users with account management, contest participation, and technical troubleshooting
• Provide clear and accurate explanations of fantasy sports rules, scoring systems, and gameplay mechanics
• Resolve customer issues such as login problems, transaction disputes, or lineup errors with empathy and efficiency
• Escalate complex or unresolved issues to the appropriate department or supervisor when necessary
• Maintain up-to-date knowledge of current sports seasons, fantasy contests, and promotional offerings
• Accurately document customer interactions and resolutions in the CRM system
• Adhere to call center performance metrics, including handle time, quality assurance standards, and customer satisfaction goals
• Contribute to team success by sharing insights, identifying process improvements, and supporting peers

Requirements:

• High school diploma or equivalent
• Must be Bilingual in Portuguese & English
• Ability to type 35+ words per minute
• Minimum of one year of customer service experience
• Strong written communication skills