Job Reference:
We seeking a Portuguese speaking Customer Services Manager for our Global Sports Data business. As a key employee of the Customer Service Team, you will be the first point of contact with our customer through live chat, email, and phone calls. All aspects of this role are customer-centric and focused on delivering the best possible experience. Your main responsibilities will be to:
Responsibilities:
● Deliver a high level of customer service to customers regarding their queries, keep up to date with new information/policies. 
● Update customer account/details with necessary information when needed
● Collaborate with the local team leaders in building customer service teams and take responsibility of the its management and cooperation in internal teamwork.
● Create a structure for the Customer Services Department to focus on problem-solving, strategic thinking and customer-orientation.
● Coach, train, mentor & monitor team activities for execution of the vision, strategy, and Customer Service goals of the company.
● Ensuring training materials, documentation and SOP’s are available to meet team needs.
● Lead, and take overall accountability for the operations and strategic direction of the LC Customer Support team in an 24/7/365 environment.
● Provide management concise reports for operational performance, incident and outage, resources assigned, project activity, customer feedback, and service level performance including analysis and tactical solutions/plans where needed.
● Collaborate with internal technical resolution teams to foster cross-team effectiveness and teamwork.
● Communicate with internal stakeholders and external customers, continuously improving customer service policies and procedures.
Requirements:
● Previous experience in customer-focused teams and more than 1 years of experience in Customer Services Role, preferably in the internet industry.
● Willingness to work on a shift basis
● Fluent or native Brazilian Portuguese speaker - both written and spoken
● Proficient in English - both written and spoken, Understanding of Chinese is a plus
● Is able and willing to take accountability and ownership for planning and execution.
● Demonstrates sense of passion and pride about own work.
● Good MS Office Skills.
● Have a genuine interest in Sports and are eager to learn more.
● Willingness to work on a shift basis.
● Remote or hybrid work is acceptable.