Sobre

• eTeacher Group is an EdTech pioneer delivering high-quality live online courses to over 50,000 students worldwide each year. With more than 550 employees and a rapidly evolving Learning Platform, we remain at the forefront of educational innovation. Our strategy is clear: create personalized, outcome-focused learning experiences powered by advanced teaching methodologies and cutting-edge AI technologies.
• Our Customer Care Representatives are the first point of contact with our students and play a critical role in creating the best possible first impression.
• They support new and existing students with a wide range of inquiries including course scheduling, billing questions, terms clarification, onboarding, technical assistance, and platform navigation—across both calls and digital channels such as WhatsApp, CRM messaging, and email.
• Success in this role requires a service mindset, strong resilience under pressure, and consistent performance within a KPI-driven environment (Efficiency, Resolution Rates, SP-related support, Quality). Representatives handle high volumes while providing empathetic, professional support, especially to our elder student population (55+).

• RESPONSIBILITIES
• • Handle inbound/outbound calls and digital inquiries (WhatsApp, email, CRM).
• • Troubleshoot issues, guide students, and provide clear solutions.
• • Meet and exceed KPIs: Efficiency, Resolution, SP support, satisfaction.
• • Assist frustrated or elderly students with patience, calm, and empathy.
• • Navigate multiple systems simultaneously; document all actions in CRM.
• • Provide technical troubleshooting and platform installation guidance.
• • Perform additional administrative duties as assigned.

• Requirements
• REQUIREMENTS
• • Bilingual (English/Spanish) is a must; Portuguese is a significant plus.
• • Experience in a call center environment is a MUST.
• • Experience working in a rapid-pace, high-volume operational environment is a MUST.
• • Excellent communication and relationship-building skills.
• • Ability to remain calm and solution-oriented under pressure.
• • Experience working with elder populations preferred.
• • Strong problem-solving and multitasking abilities.
• • Full flexibility to work morning/evening/night shifts.
• • Ability to support global operations as needed.
• • Reliable home-office environment with high-speed internet.
• • Strong computer skills; Microsoft Office proficiency required.
• • Working knowledge of PC and Mac operating systems is a plus.
• • Reliable attendance and consistency.
• Please submit your resume in English. Only English CVs will be considered.