Leveros is one of the leaders in climate control in Brazil and is undergoing a full transformation to become the number one choice for Brazilian entrepreneurs by 2030. We know this goal requires execution discipline, data-driven decisions, and a living, courageous performance culture. As a **Customer Experience Assistant**, you will be the customer's first point of contact with Leveros, acting empathetically, consultatively, and effectively within the **CX Resolve team**. We are looking for someone organized, communicative, and with an end-to-end vision to ensure a seamless experience, investigating requests, monitoring processes, and strengthening trust in the brand. **Responsibilities and duties** **You Will Be Essential For:** ----------------------------- * Serve as the first point of contact, ensuring effective and empathetic service across all channels. * Be the representative of the customer’s voice. * Contribute to increasing satisfaction rates and service efficiency; * Help reduce operational costs; * Increase customer retention and repurchase, positively impacting brand reputation and confidence in services. **Here, you will be a Protagonist if:** ------------------------------------ * Demonstrate **initiative with efficiency**, proactively acting and solving problems autonomously with focus on root cause. * Possess **interpersonal skills**, communicating clearly and empathetically, representing the customer’s voice and turning feedback into real improvements. * Have **results focus**, monitoring journey indicators and constantly seeking greater efficiency and quality in deliverables. * Act with **respect for the customer**, serving with empathy, energy, and sense of urgency, ensuring transparency and security throughout the experience. **What you will do in practice:** ------------------------------------ * Serve as the first point of contact, ensuring effective and empathetic service across all channels (multichannel); * Conduct proactive outreach to provide updates and close cases; * Fully investigate and resolve requests using integrated systems, maintaining accurate and categorized history in the CRM. * Forward cases requiring support from other areas (Logistics, Sales, Finance, etc.); * Identify patterns, bottlenecks, and opportunities in interactions for continuous process improvement; * Comply with quality standards defined by the CX area and stay updated on products, policies, campaigns, and logistics workflows. **Requirements and qualifications** **Key Skills:** ----------------------- * Clear interaction with customers and internal teams; * Investigation and identification of root causes to resolve requests; * Accurate and categorized registration in CRM and attention to detail; * Quick solution finding and SLA compliance; * Processes related to exchanges, returns, tracking, after-sales service, and **CDC**; * Experience with ERP and customer service CRM systems, Office Suite / Google Workspace. **Requirements and Qualifications** ------------------------------ * **Completed High School;** * Desired: Currently pursuing or completed Technical or Higher Education in Logistics, Business Administration, Communications, Marketing, Management Processes, or related fields; * Minimum of 1 year of experience in customer service, support, or customer care; * Experience in multichannel operations (**WhatsApp, email, phone, marketplaces**); * Previous knowledge of ERP and CRM customer service systems; * **Basic knowledge of CDC (Consumer Protection Code)**; * Familiarity with customer experience metrics (**SLA, CSAT, NPS, FCR**); * Organization, clear written communication, analytical ability, and collaboration. **Additional Information What we offer:** * Meal/food allowance * Transportation allowance * Life insurance * Childcare assistance * Medical plan * Dental plan * TotalPass * Profit Sharing Plan (PPR) * Benefits club (Leisure, Education, and Health) * Study scholarship * Corporate library * Rest room * A full year packed with actions designed for you Welcome to Leveros – We are a company that professionalizes the Climate Control market. For 47 years, Leveros has been a pioneer in the industry, driving significant changes in the sector. Since our founding, we have driven the transformation of spaces and sustainable energy use, guided by a solid purpose: to professionalize and raise awareness in the Climate Control market to enhance everyone's well-being. Our journey is marked by remarkable achievements, through which we have established a respected presence in over 5 Brazilian states. Climate Control: Our climate control products are designed to perfectly adapt to individual needs, ensuring exceptional well-being for all. As pioneers in our industry, we are committed to continuing shaping this reality, incorporating innovation, ethics, and environmental responsibility into everything we do. We invite you to be part of this transformational journey!