Customer Service Representative

Description

Job Summary: As a Customer Service Representative, you will handle customers across various channels, resolve inquiries and complaints, record interactions, and mediate incidents—contributing directly to customer satisfaction. Key Highlights: 1. Handle and resolve customer requests across multiple channels 2. Monitor customer reviews and suggest improvements to service delivery 3. Support initiatives aimed at customer retention and complaint reduction **PENSE FARMA is seeking a Customer Service Representative to join our team in a dynamic and collaborative work environment.** **Responsibilities:** * **Handle** customers via delivery platforms, physical stores, and marketplaces—addressing inquiries, complaints, and requests; * **Record** interactions and requests in the system, ensuring contact history remains up to date; * **Manage** incident resolutions (e.g., damaged products, incomplete or delayed deliveries); * **Mediate** exchanges, returns, and refunds in accordance with company policy; * **Escalate** specific cases to relevant departments (e.g., sales, logistics, finance); * **Monitor** and respond to marketplace and app reviews and comments; * **Suggest** service improvements based on customer feedback; * **Support** initiatives designed to reduce complaint rates and increase customer loyalty. **Requirements** * Prior experience in customer service * Familiarity with customer service management systems * Clear and effective communication skills * Organizational skills and attention to detail * High school diploma or equivalent Joining PENSE FARMA offers a professional growth environment and directly contributes to customer satisfaction, positively impacting service quality. Minimum Education Level: High School Diploma (Secondary Education) * Career development plan * Health insurance * Pharmacy benefits * Basic food basket * Banked hours * Commuter allowance