Job summary The Representative of Customer Service is responsible for solving customer inquiries and complaints related to our tools, seeking customer satisfaction. By identifying customer needs, demonstrating empathy and using active listening, the representative will be able to make decisions and find the best solution for the customer, working in a collaborative environment, where they can acquire knowledge and improve interpersonal skills, receiving support and supporting others. Responsibilities: - Handle all customer inquiries in an effective and professional manner - calls, emails, and chats - to ensure satisfaction, while also supporting the Key Performance Indicators (KPIs) of Stanley Black & Decker. - The measured KPIs will include TPH, AHT, CSAT, MOD (satisfaction moments), NPS, and other team goals defined by the organization. - Act as a liaison with FSCs and other departments, as needed, to defend the customer. - Update the customer's request profile in our CRM after each interaction. - Keep practical knowledge of all company products, services, and processes. - Assist in training new employees, as well as other tasks assigned by management. Qualifications: - Proficiency in Microsoft Office; Excel, PowerPoint, Word. Zendesk is desirable. - Interpretation of KPIs - High level of Portuguese and Spanish. - Excellent written and verbal communication skills - Ability to research answers using various resources to respond to customer inquiries in a timely manner. - Patience and positive attitude Benefits: - Competitive salary - Access to a wealth of state-of-the-art learning resources, including our Lean Academy and online university - Opportunity to grow and develop skills along multiple career paths - Global company with 60+ brands - Respect and embrace differences - Fun work environment - Positive changes in local communities and the broader world through volunteerism, giving back, and sustainable business practices Joining the Stanley Black & Decker team means working in an innovative, tech-driven and highly collaborative team environment supported by over 58,000 professionals in 60 countries across the globe. Here, you'll get the unique chance to impact some of the world's most iconic brands including STANLEY TOOLS, DEWALT, CRAFTSMAN, MAC TOOLS and Black + Decker. Come build with us and take your career to new heights. Descripción del trabajo Lorem ipsum dolor sit amet , consectetur adipiscing elit. Nullam tempor vestibulum ex, eget consequat quam pellentesque vel. Etiam congue sed elit nec elementum. Morbi diam metus, rutrum id eleifend ac, porta in lectus. Sed scelerisque a augue et ornare. Donec lacinia nisi nec odio ultricies imperdiet. Morbi a dolor dignissim, tristique enim et, semper lacus. Morbi laoreet sollicitudin justo eget eleifend. Donec felis augue, accumsan in dapibus a, mattis sed ligula. Vestibulum at aliquet erat. Curabitur rhoncus urna vitae quam suscipit , at pulvinar turpis lacinia. Mauris magna sem, dignissim finibus fermentum ac, placerat at ex. Pellentesque aliquet, lorem pulvinar mollis ornare, orci turpis fermentum urna, non ullamcorper ligula enim a ante. Duis dolor est, consectetur ut sapien lacinia, tempor condimentum purus. Obtén acceso completo Accede a todos los puestos de alto nivel y consigue el trabajo de tus sueños. Inscríbete ahora