Customer Service Assistant

Description

Job Summary: Professional responsible for customer service and relationship management with VIP customers, operational monitoring of deliveries, and process management, ensuring customer satisfaction and experience. Key Highlights: 1. Single point of contact for communication with VIP customers 2. Operational monitoring of deliveries and pickups 3. Process management and resolution of pending issues **Responsibilities:** Customer Service and Relationship Management: * Serve as the single point of contact for communication with VIP customers. * Deliver empathetic, clear, and solution-focused customer service. * Monitor delivery, pickup, and return statuses, keeping customers consistently informed. * Respond to e\-mails within agreed timeframes. * Handle complaints and requests with urgency and transparency. Operational Monitoring: * Internal and Process Management * Track deliveries and pickups via systems (SSW, TMS, Salesforce). * Coordinate scheduling with operational units and monitor execution. * Monitor operational incidents such as: * Unlocated address; * Lost packages; * Damaged or refused items; * Returns and re-dispatches. * Collaborate with origin and destination units to resolve pending issues. * Request and forward proof of delivery, CT\-es, XMLs, and fiscal documents. Internal and Process Management: * Record and track pending actions. * Escalate complex cases to managers or coordinators when necessary. * Manage open protocols and ensure timely follow-up. * Support internal departments (Finance, Billing, Logistics) with information regarding VIP customers. **Requirements and Competencies:** * Completed or ongoing undergraduate degree (Logistics, Administration, or related fields preferred). * Prior experience in customer service (in-person, telephone, or e\-mail). * Proficiency in Microsoft Office Suite (Word, Excel, Outlook) – intermediate level required. * Communicative: ability to interact effectively and convey information clearly. * Organized: capability to manage multiple simultaneous tasks. * Proactive: anticipate and resolve issues before escalation. * Empathetic: focus on customer satisfaction and experience. * Responsible and committed: meet deadlines and follow through to completion. **Preferred Qualifications:** * Advanced Excel skills (pivot tables, dashboards). * Proficiency in Salesforce and logistics management systems. * Experience in direct interaction with corporate clients. * Dynamic profile with strong interpersonal communication and analytical thinking. Employment Type: Full-time, CLT permanent contract Compensation: Starting from R$2\.700,00 per month Benefits: * Medical insurance * Dental insurance * Commercial partnerships and discounts * Free parking * Life insurance * Meal allowance * Food allowance * Transportation allowance