Description
Job Summary:
A customer service and support professional responsible for managing communications, identifying issues, and ensuring customer satisfaction while maintaining brand-aligned communication.
Key Highlights:
1. Communication management and issue resolution
2. Monitoring of customer service interactions and ensuring customer satisfaction
3. Supporting social media monitoring and updating information
* Respond to messages, comments, questions, compliments, and requests;
* Identify gaps for each topic and route issues to the responsible parties;
* Monitor service interactions until resolution, ensuring customers receive a response;
* Maintain communication aligned with each brand's tone of voice;
* Record important information regarding service interactions;
* Identify recurring questions and complaints;
* Escalate urgent or sensitive situations to leadership;
* Support coordination with units to verify information on orders, products, promotions, and customer experiences.
* Support monitoring of comments and mentions about brands on social media;
* Assist in updating unit information on digital platforms;
* Support organizing reviews, compliments, suggestions, and complaints;