Customer Service Representative

This role operates within a Brazilian travel-tech company focused on the distribution of tourism products, travel e-commerce, partner support, and technology-enabled booking operations. The Customer Service Representative ensures service resolution while maintaining clear separation between confirmed facts, pending dependencies, and exceptions.

Responsibilities

• Maintain customer service resolution with visible tracking of source, owner, status, and next action in a Brazilian travel-tech environment.
• Reconcile official travel role documentation with status tracking to ensure accuracy and traceability.
• Coordinate case management with deadline oversight, ensuring all actions are documented and follow a customer-focused workflow.
• Review documentation and generate reports to support service representation and compliance.
• Perform quality control and workflow management to prevent downstream rework and surface repeated errors.

Decision-Making Standards

• Ensure service resolution remains usable under the specific demands of Brazilian travel-tech operations.
• Maintain traceability of completed work, assign owners to unresolved items, and address errors proactively.
• Apply the official travel workflow context and customer service principles confidently.
• Prioritize data accuracy without losing track of evidence or deadlines.
• Document process compliance and escalation decisions clearly for transparency.
• Exercise judgment in follow-ups, relying on confirmation rather than assumptions.
• Ensure role-specific handoffs include current documentation, cross-functional coordination, and customer service representation.

Schedule

Full-time, 100% remote within the United States.

Pay

Base salary: $40,000–$60,000 per year.