Provide customer service through omnichannel channels (phone, chat, email, social media, and platforms such as Reclame Aqui)
Operate according to e-commerce business rules, including:
Management of exchanges and returns in accordance with the Consumer Protection Code (Código de Defesa do Consumidor
CDC)
Order cancellations (before and after invoicing/shipping)
Refund processes and issuance of store credit/vouchers
Support customer retention actions by identifying cancellation risks and applying company-approved strategies
Use customer service systems (CRM / SAC), opening, tracking and closing tickets, ensuring a complete service history
Operate order, payment and logistics systems, monitoring statuses, lead times and incidents
Monitor and track customer service KPIs, such as SLA, contact rate, retention, recurrence and productivity
Ensure strong written communication with clarity and conciseness in formal interactions, emails and public responses
Contribute to continuous process improvement by identifying recurring issues and suggesting operational adjustments

Bachelor's degree completed or in progress in Business Administration, E-commerce, Digital Business, Logistics, Information Technology or related fields
Knowledge of the Consumer Protection Code (Código de Defesa do Consumidor
CDC) as applied to e-commerce
Knowledge of customer service best practices (SAC)
Experience or knowledge in after-sales/customer support in e-commerce
Intermediate to advanced skills in Excel or Google Sheets
Knowledge of Customer Service and Customer Experience

Junior E-commerce Assistant

Key skills