Role Description We’re looking for a Junior Customer Service Representative (CSR) to deliver exceptional bilingual support to our clients and their customers. This is an entry-level, 100% remote, full-time position for candidates in Latin America. In this role, you will be the first point of contact for routine inquiries, learning our client's processes, building your skills, and providing a top-tier customer experience. Key Responsibilities - Handle routine inbound and outbound customer communications via phone, email, and chat. - Assist customers with basic inquiries, including account updates, general questions, and standard troubleshooting. - Escalate complex issues to senior team members when necessary. - Support the team by following up on client requests, sending routine reminders, and tracking pending communication. - Execute accurate data entry and update customer profiles within internal database and CRM tools. - Collaborate with internal departments to gather information required to resolve customer queries. - Provide general administrative and operational support to the customer service team as needed. Qualifications - Fluent English (C1/C2) and Spanish. - 1 to 2 years of experience in remote, customer-facing roles. - Basic familiarity with CRM platforms or customer support ticketing systems (e.g., Zendesk, HubSpot) is preferred. - Strong verbal and written communication skills with an empathetic, customer-first mindset. - Excellent attention to detail and ability to follow established workflows and guidelines. - Quiet home office, stable internet (≥ 10 Mbps down / 5 Mbps up), and backup connection. - Bachelor’s or Associate’s degree preferred. Benefits - Hourly rate equivalent to USD $696 – $1,044/month (based on experience and alignment with the role requirements). - Guaranteed annual pay increments. - Discretionary client bonuses (80% of our clients award year-end bonuses). - 7 U.S. federal holidays + 4 paid PTO days. - Monthly medical insurance stipend (after meeting eligibility criteria). - Birthday / Anniversary bonuses + Gym / Wellness allowance. - Unlimited online fitness classes + company events & Christmas celebrations.

• Answer incoming calls, emails, and messages from parents, school districts, drivers, and transportation providers • Deliver exceptional customer service while resolving transportation-related questions and concerns • Coordinate transportation support and dispatch activities as needed • Accurately document customer interactions and service issues in company systems • De-escalate customer concerns and work toward timely resolution • Support customers during service disruptions, delays, and urgent transportation situations • Utilize mapping, routing, and transportation software to support daily operations • Collaborate with internal teams to ensure service commitments are met • Maintain confidentiality and handle sensitive information appropriately • Assist with special projects and cross-functional initiatives as assigned

• Conduct outbound calls to patients in a professional and empathetic manner. • Build and maintain positive relationships with patients. • Support patient retention initiatives through proactive outreach. • Generate and send follow-up emails and communications. • Gather patient feedback and accurately record information in company systems. • Meet individual and team performance targets. • Resolve basic patient queries and escalate issues where appropriate. • Maintain accurate records of all interactions and communications. • Collaborate with internal teams to ensure a positive patient experience.

Role Description The Team Leader is the first point of contact for the Support Technician and is responsible for monitoring quality and productivity. The Team Leader will support the international team of Field Technicians to ensure the highest standard of customer service in accordance with Stefanini values and Service Level Agreements (SLA)/KPI's. The Team Leader will assist the program manager in running day-to-day business and to provide floor management so that the right person is in the right place at the right time. - To support the Field Technicians in reaching the highest standard of customer service, among other by: - Helping and encouraging the team to meet ticket handling standards; - Supporting team members in case of problems or escalation, being the first point of referral for escalated queries or problems with the infrastructure, networks or systems; intervening in stressful situations; - Ensuring internal communication within the team, holding team meetings; - Performing individual meetings with technical support staff; - Ensuring planning, schedules, breaks, code of conduct etc. are respected by the team members; - Organizing team events to foster team spirit and inclusivity; - Taking care of new starters, introducing them to the team, their tasks and role; - Evaluating and developing team members through remote and face-to-face interaction, evaluating the technician's competences, giving constructive feedback and on-the-job training; - Dependent upon distribution of team, this role may include the need to travel to other client locations. - To assist the Service Delivery Manager to achieve objectives and maintain productivity by: - Ensuring procedures are followed in accordance with Stefanini quality standards and work instructions; - Participating in special projects allocated by the SDM and completing them within agreed time scales; - Giving advice on customer service, internal quality and team training needs; - Ensuring organization of the team; - Identifying and implementing process improvement initiatives in conjunction with Service Delivery Manager; - Acting as single point of contact for customer issues and delegate authority on specific subjects. Qualifications - Preferred 2 Years' proven experience in a Desktop Leadership role; - Technical skills: Knowledge of email systems, Windows applications (Word, Excel, PowerPoint, Windows 10/11). Other expertise such as Networking, TCP/IP might be required depending on the project's specific technology; - Excellent Planning and organizational skills; - Leadership: People management skills; - Problem solving: direct and proactive attitude; Attention to detail; - Analysis: pinpoints problems and tackles them in a logical, step-by-step way; - Customer sensitivity; - Excellent Oral and Written Communication skills; - Customer Awareness: understands and addresses the diverse needs, requests, problems, and priorities of customers; - A strong enthusiasm for artificial intelligence is very nice to have, with a desire to explore and utilize our internal SAI Library tool in excelling in your role; - Organizational sensitivity: understands the formal structure of Stefanini, its culture and business/technology environment, its brand and people values, aligns actions and behavior with the needs and priorities; - Language skills: Proficiency in local language and a good level of English. Requirements - Working hours: 40 hours per week; - Contract type: Permanent; - Working setup: Remote, with occasional visits to local sites as required. Benefits - Competitive salary and benefits package including monthly absence free bonus; - Private health scheme including Private Medical, Dental, Optical and Holiday Travel; - Insurance that are applied according to company policy; - Extra vacation days; - Opportunities to learn and develop: training programs; - Personalized career path within the organization; - Exposure to an international environment as part of a multicultural team spread across Europe.