Role Description We are looking for a Customer Service Associate to support our LATAM clients and customers. This role is ideal for someone based in Latin America who understands the needs, expectations, and behaviors of local customers across the region. Our Customer Service team plays a critical role in delivering an excellent client experience by supporting customers across multiple channels, resolving issues efficiently, and identifying opportunities to improve processes and the overall client journey. The successful candidate will be fluent in both Spanish and Portuguese and will bring relevant experience from the FX/CFD industry or related sectors such as trading, crypto, iGaming, or other fast-paced financial services environments. Key Responsibilities - Provide timely, accurate, and professional support to customers through live chat, email, and phone. - Handle inbound and outbound customer interactions, including service-related follow-ups and telesales activities where required. - Deliver a high-quality customer experience in every interaction with clients. - Support LATAM clients with a strong understanding of local customer behavior, communication style, and service expectations. - Follow established SOPs, internal guidelines, and service standards in daily operations. - Meet individual and team KPIs, including response time, resolution quality, customer satisfaction, and productivity metrics. - Identify, escalate, and document customer issues, operational gaps, and recurring service challenges to the Team Leader. - Highlight common customer enquiries, trends, and pain points to support continuous process and product improvement. - Manage customer expectations effectively and escalate complex cases to the Team Leader when needed to achieve fair and practical solutions. - Stay up to date with product knowledge, process changes, campaigns, and system updates through regular training and team briefings. - Attend and actively participate in team huddles, training sessions, and operational meetings. - Collaborate closely with internal stakeholders to ensure smooth issue resolution and service delivery. - Embody Zeal Group’s core values in all interactions with customers and colleagues. Qualifications - Diploma or Degree in any discipline. - Minimum 3 plus years of experience in customer service, customer support, contact centre, or other client-facing roles. - Must be based in LATAM and demonstrate strong understanding of local customer behaviour, service expectations, and market dynamics across the region. - Fluency in Spanish and Portuguese, both written and spoken, is required; English proficiency will be an advantage. - Prior experience in FX/CFD is preferred; candidates from trading, crypto, iGaming, fintech, and related financial services industries are also encouraged to apply. - Proven ability to deliver excellent customer service, handle complaints, resolve issues, and manage escalations effectively. - Strong communication, problem-solving, relationship management, and cross-functional collaboration skills. - High attention to detail, strong process adherence, and the ability to work accurately within established SOPs and service standards. - Ability to multitask in a fast-paced environment and manage customer interactions across chat, email, and phone channels. - Proactive, adaptable, and resilient, with a strong sense of accountability and focus on KPI achievement. - Willing to work shifts, weekends, and public holidays on a rotational basis.

• Provide timely, accurate, and professional support to customers through live chat, email, and phone. • Handle inbound and outbound customer interactions, including service-related follow-ups and telesales activities where required. • Deliver a high-quality customer experience in every interaction with clients. • Support LATAM clients with a strong understanding of local customer behavior, communication style, and service expectations. • Follow established SOPs, internal guidelines, and service standards in daily operations. • Meet individual and team KPIs, including response time, resolution quality, customer satisfaction, and productivity metrics. • Identify, escalate, and document customer issues, operational gaps, and recurring service challenges to the Team Leader. • Highlight common customer enquiries, trends, and pain points to support continuous process and product improvement. • Manage customer expectations effectively and escalate complex cases to the Team Leader when needed to achieve fair and practical solutions. • Stay up to date with product knowledge, process changes, campaigns, and system updates through regular training and team briefings. • Attend and actively participate in team huddles, training sessions, and operational meetings. • Collaborate closely with internal stakeholders to ensure smooth issue resolution and service delivery. • Embody Zeal Group’s core values in all interactions with customers and colleagues.

• Help maintain and organize company documentation, ensuring accuracy, structure, and consistency across internal content • Maintain and coordinate company documentation by processing publishing requests from document owners • Publish new documents in WordPress and update related files in Google Drive • Update and maintain existing documentation in WordPress • Manage publishing and content update requests • Maintain the structure and organization of the internal knowledge base • Conduct documentation audits to ensure accuracy and relevance • Communicate with document owners to clarify requirements and coordinate updates • Process internal feedback forms related to documentation

Role Description Mercier Consultancy is pleased to offer an exciting opportunity for a Portuguese Speaking Customer Care agent to join our Client's Digital Banking team in Greece. This position includes fully paid relocation, providing a fantastic chance for talented professionals to advance their careers in a dynamic and innovative banking environment. In this role, you will provide expert support to Portuguese-speaking customers, assisting them with digital banking services, resolving inquiries, and ensuring a seamless banking experience through digital channels. - Provide exceptional customer care in Portuguese through phone, email, and chat platforms for digital banking clients. - Assist customers with account management, transaction inquiries, online banking navigation, and troubleshooting. - Ensure timely resolution of customer issues, maintaining high satisfaction levels. - Document customer interactions accurately in CRM systems and follow up as necessary. - Collaborate with internal teams including technical support and compliance to address customer concerns. - Stay current with digital banking products, policies, and regulatory requirements. Qualifications - Exceptional fluency in Portuguese and a minimum of B2 in English (written and spoken) is essential. - Experience in customer service, preferably within digital banking or financial services. - Strong communication and interpersonal skills with a customer-focused approach. - Ability to work effectively in a fast-paced, technology-driven environment. - Excellent problem-solving skills and attention to detail. - Familiarity with CRM software and banking systems is a plus. - Willingness to relocate to Greece and embrace the local culture and lifestyle. Benefits - Competitive Monthly Salary - Fully Paid Relocation Package - Fully Paid Training - Health Insurance - 2 Extra Salaries per year - And Much More...