Logistics Assistant

Description

Job Summary: Provide support in pre-sales and post-sales customer service, ensuring communication, recording, and forwarding of requests to achieve customer satisfaction and uphold the company's positive image. Key Highlights: 1. Full pre-sales and post-sales customer support 2. Effective management of complaints and mediations 3. End-to-end tracking of product return processes JOB OBJECTIVE: Provide support in pre-sales and post-sales customer service, ensuring accurate communication, recording, and forwarding of requests to achieve customer satisfaction and maintain the company's positive image. RESPONSIBILITIES: * Respond to customers via service platforms, phone, or email; * Provide information regarding orders, delivery timelines, and order status; * Ensure that all interactions include appropriate tags and all necessary information for generating service reports; * Prepare reports on completed customer interactions; * Address complaints and mediations promptly, leaving no messages unresolved at the end of each day; * Handle open complaints and mediations related to delayed receipt and/or unshipped orders, assisting the operations assistant; * Assess whether complaints and mediations affecting reputation are valid; if not, request Mercado Livre to remove the impact; * Guide customers on product warranty support; * Notify the logistics coordinator of cases potentially leading to legal proceedings and forward such cases for appropriate handling; * Manage and track the entire product return and FULL pickup process—from offering the return option through to receipt of the product at the logistics operator’s distribution center; * Support the logistics operator during return receipt, advising whether returned items are fit for resale or require transfer to the warranty department; * Request refunds from the sales platform within the stipulated timeframe. Important Note on Excel (a key strength for this role) The candidate must be proficient in: Creating and maintaining control spreadsheets; Using formulas such as: IF, VLOOKUP/XLOOKUP, SUMIF; Creating pivot tables; Organizing data using filters and sorting; Generating simple reports