Manage and handle complaints submitted through reputational channels such as Reclame Aqui, Consumidor.gov and social media, ensuring a consistently customer-centered approach throughout the customer's service journey.
Provide personalized support to understand each customer's specific needs and offer effective solutions that help reverse customer perceptions, promoting satisfaction, loyalty and the recovery of the company's reputation, in accordance with Customer Experience, Service and Relationship best practices.
Monitor and analyze customer feedback to identify opportunities for improvement, reverse negative experiences and prevent recurrence. Collaborate with different areas of the company to define and implement solutions that continuously enhance the customer experience and strengthen the company's corporate image.

Education: University degree completed or in progress in related areas (preferred).
Experience: Background in Customer Relations, Customer Success or post-sales support.
Customer retention: Ability to retain customers in continued use of the product or service and to reverse customer perception through service.
Handling sensitive cases: Experience managing high-touch customers and delicate situations.
Knowledge: Familiarity with Customer Experience and customer-centric culture best practices.
Technical skills: Intermediate knowledge of Microsoft Office Suite.

Customer Success Assistant

Key skills