Key skills
RCRMCommunicationNegotiation
About this role
Role Overview
- Provide support to customers through the company's service channels (phone, WhatsApp, and ticketing system) regarding topics and processes related to Wake products
- Receive and analyze customer requests, resolving them immediately when possible and/or documenting and forwarding them to the responsible team for resolution
- Keep customers informed about their requests through the ticketing system
- Promptly and accurately handle customer requests, recording and resolving tickets in accordance with technical procedures
- Interact with other problem-solvers to resolve, manage, and follow up on customer requests
- Propose improvements, training, and/or documentation to address issues
- Assist coordination in generating metrics and in managing critical tickets
Requirements
- Knowledge of customer service best practices
- Bachelor's degree completed or in progress in Communication, Business Administration, Systems Analysis and Development, or related fields
- Professional maturity to work as part of a team and provide courteous, high-quality customer service
- Proactive, organized, punctual, and flexible to work in a dynamic environment
- Negotiation skills to assertively manage deadlines and deliverables
- Knowledge of processes and procedures for using customer service and relationship systems, CRM, e-commerce and marketplace platforms, or other corporate software
- Knowledge of e-commerce operations is a plus
Benefits
- Competitive salary
- Work environment with autonomy, learning opportunities, and challenges
- Unimed health plan and Odontoprev dental plan 100% paid by the company for employees with no co-payment
- Meal or food allowance — R$30.00 per day
- Transportation allowance
- Day Off
- PPR (Profit-Sharing Program)
- WellHub (GymPass)
- 6-month maternity leave
- Group life insurance
- Childcare assistance for children up to 5 years old