Multichannel customer service for internal and external customers (phone, e-mail and WhatsApp);
Logging service requests/tickets and routing them according to demand;
Clarifying basic technical questions about sewing products;
Monitoring open cases until final resolution;
Referring items to authorized service centers when necessary;
Providing guidance on correct use, manuals and preventive maintenance;
Supporting remote diagnostics together with technical assistance;
Validating warranty coverage and warranty periods;
Authorizing release of parts and/or products for repair or replacement;
Monitoring service orders (SOs) and ensuring SLA compliance;
Liaising with the factory technical department in specific cases;
Reviewing product return requests (retail/resellers);
Issuing return authorizations (RMA) in accordance with current policy;
Verifying fiscal documents and checking information;
Communicating with logistics for pickup or return;
Updating internal controls and tracking spreadsheets;
Providing status feedback to stores/resellers regarding their requests;
Supporting internal and external audits when requested;
Complying with company policies, values and guidelines;
Performing other related duties as directed by leadership.

Administrative Assistant

Key skills