**Job Mission** Handle Level 2 support tickets, ensuring accurate and timely resolution within the defined SLA for incidents related to logistics, warranty, and finance, thereby guaranteeing an optimal customer experience and compliance with internal procedures. **Key Responsibilities** * Analyze, validate, and resolve tickets escalated from Level 1 operations (direct customer service); * Track and update tickets in relevant systems; * Coordinate with internal departments (logistics, finance, sales, and partners) to resolve incidents; * Monitor deadlines and operational workflows to ensure adherence to defined SLAs; * Execute processes such as refunds, reshipments, returns, or reimbursements according to current policies; * Record evidence and fully document traceable handling actions in systems; * Ensure compliance with standard operating procedures (SOPs) and customer service quality policies; * Support tracking of key performance indicators (KPIs), including backlog, average handling time, and resolution rate. **Mandatory Requirements** * Completed high school education; * Proficiency with customer service and ticket management tools; * Strong communication, writing, and attention-to-detail skills; * Analytical ability and sense of priority; * Ability to work across multiple systems simultaneously. **Desirable Requirements** * Prior experience in BackOffice, Level 2 support, or after-sales will be considered a plus.
João Silva
Indeed · HR
João Silva
Indeed · HR
