Customer Success Assistant

Description

Job Summary: Exclusively provide customer service and support for e-commerce customers, guiding them through the entire customer journey from pre-sale to post-sale. Key Highlights: 1. Multichannel customer service and end-to-end customer journey support 2. Focus on service quality and brand reputation 3. Collaboration with e-commerce, logistics, and operations About Dahuer \- (https://www.dahuer.com.br/)(https://www.dahuer.com.br/) We were founded to do good, and we are passionate about what we do. We seek talents who, like us, genuinely care about every individual's well-being. With 40 years in the market, we are a reference in sunscreen and high-tech cosmetics. Based in Camboriú/SC, we take pride in the values that accompany our success: respect, transparency, agility, courage, and sustainability. If you are results-driven, enjoy challenges, are resilient, and believe in the concept of “beauty for good,” join our team. Customer Success Assistant Exclusively provide customer service and support for e-commerce customers, responsible for executing multichannel service interactions, monitoring the customer journey from pre-sale to post-sale, handling order-related incidents, and supporting post-sale processes. This role directly manages service request prioritization, ensures response quality to customers, and safeguards brand reputation, following guidelines and instructions from the e-commerce leadership team. **Responsibilities:** Provide proactive and reactive customer service for e-commerce customers across the company’s official channels (own website, WhatsApp, email, marketplaces, TikTok Shop, and Reclame Aqui); Clarify inquiries regarding products, orders, payments, delivery timelines, e-commerce policies, and procedures; Monitor orders, deliveries, and logistics incidents per leadership guidance; Execute and monitor processes including order cancellations, returns, exchanges, stockouts, and refunds; Support resolution of payment disputes (chargebacks); Log, organize, and track service tickets to ensure proper control and historical record of requests; Collaborate with e-commerce, logistics, and operations teams to resolve service requests; Escalate non-standard situations to leadership for guidance and authorization. **Requirements:** **Currently enrolled in or hold a completed degree in:** Administration, Marketing, Communications, Commercial Management, Logistics, or related fields. Experience in customer-facing roles. Experience in e-commerce (a plus) Proficiency in Microsoft Office Suite Organized, communicative, and resilient profile. **Compensation:** Competitive for an Assistant-level position **Working Hours:** 8:00 AM to 12:00 PM and 1:30 PM to 6:00 PM