Customer Service Assistant I (On-Call Shift) - UNITICKET

Description

Job Summary: The On-Call Customer Service Assistant – Night and Weekend Shift ensures agile, efficient, and high-quality support to customers and producers outside regular business hours. Key Highlights: 1. Attentive, agile, and efficient customer and producer support 2. Ability to work autonomously, responsibly, and with organization 3. Focus on effective solutions and a positive customer experience **Already familiar with Uniticket?** We are a high-tech, secure, and agile ticketing platform for concerts, festivals, and graduation ceremonies. **Job Description:** The **On-Call Customer Service Assistant – Night and Weekend Shift** will be responsible for ensuring agile, efficient, and high-quality support to Uniticket’s customers and producers outside regular business hours. Acting as the company’s focal point during on-call periods, this professional ensures continuity of service with a high level of issue resolution—especially during peak demand times such as nights and weekends. **Responsibilities and Duties** * Provide attentive, agile, and efficient support to Uniticket’s customers and producers, ensuring a positive experience throughout all interactions. * Clarify doubts, guide users on platform usage, and resolve requests in real time—particularly during active events. * Monitor, analyze, and prioritize urgent requests during on-call periods, escalating to relevant departments whenever necessary. * Ensure clear and assertive communication with internal teams (Technology, Operations, and Commercial) in critical or high-priority situations. * Log incidents, suggestions, and requests identified during on-call shifts, ensuring accurate information handover to internal teams. * Contribute to continuous improvement of customer service processes based on experiences and learnings gained during on-call shifts. * Maintain constant communication with the customer service team and leadership to ensure alignment and smooth information flow. * Participate in trainings, alignment meetings, and capacity-building sessions when required, during business hours. **Requirements and Qualifications** * Excellent verbal and written communication skills * Empathy and patience in customer service—especially in challenging situations * Agility in decision-making, with a focus on effective solutions * Ability to work autonomously, responsibly, and with organization * Interest in learning about technology and the events industry * Availability to work night shifts and on weekends **Work Schedule and Employment Type:** Fully remote work; residence in Juiz de Fora is required for in-person training sessions when applicable. Wednesday: 1:00 PM–10:00 PM (1-hour break) / Thursday: 1:00 PM–10:00 PM (1-hour break) / Friday: 4:00 PM–1:00 AM (1-hour break) / Saturday: 4:00 PM–1:00 AM (1-hour break) / Sunday: 12:00 PM–9:00 PM (1-hour break). Day off: one Sunday per month **Additional Information** R$ 1\.834,90 \+ Night Shift Allowance Meal Voucher – Love preparing your own meals? We’ve got you covered! Transportation Voucher Birthday DAY OFF – A little break to enjoy your special day! Health Insurance (after probation period) – Balanced mind and body Dental Insurance – To keep your "teeth" healthy and give us that big smile! Home Office Allowance – We support you so you can work comfortably from home. Wellhub Profit Sharing (PLR) Technology, agility, and security for concerts, festivals, and graduation ceremonies.