E-Commerce Customer Service Representative - Digital Store.

Description

Job Summary: Responsible for customer service and sales via WhatsApp, consolidating operations with the aim of ensuring customer satisfaction and retention. Key Highlights: 1. Personalized customer service and product sales 2. Customer retention and management of digital orders 3. Implementation of the customer service model and applicable legislation Responsible for delivering customer service and selling products, consolidating customer service operations through the Digital Store (Official WhatsApp) across all supported stores, aiming to achieve individual targets set by the company, facilitate internal process efficiency, and ensure customer satisfaction and retention. * Demonstrate, enable product trials, and sell products by checking inventory and store systems, and applying the customer service model established by the franchisor. * Enhance brand customer satisfaction and retention through personalized digital channel service, utilizing enabling tools of the customer service model and available in-store promotional levers. * Achieve individual company-set targets by daily monitoring of personal performance metrics and executing management-directed strategies. * Ensure order picking and facilitate delivery by arranging and managing deliveries for purchases made via the Digital Store. * Contact other stores to request order creation and PDV invoicing. * Ensure compliance with the LGPD by implementing procedures established under current legislation and by the franchisor. * Facilitate routing customers to appropriate channels by clarifying doubts and directing them to responsible personnel for required actions. * Facilitate updating the Digital Store’s operating hours by performing necessary actions on the platform per franchisor instructions. * Complete relevant job-specific training through designated e-learning platforms and scheduled training sessions.