CUSTOMER SUPPORT ASSISTANT

Description

Job Summary: Handle Level 2 tickets, ensuring accurate resolution and an optimal customer experience while complying with internal procedures. Key Highlights: 1. Handling Level 2 tickets in logistics, warranty, and finance 2. Ensuring the best customer experience and compliance with procedures 3. Analyzing, validating, and handling tickets, with a focus on resolving incidents **Job Mission** Handle Level 2 tickets, ensuring accurate and timely resolution within defined SLAs for incidents related to logistics, warranty, and finance, while guaranteeing an optimal customer experience and adherence to internal procedures. **Main Responsibilities** * Analyze, validate, and handle tickets escalated from Level 1 operations (direct customer support); * Track and update tickets in relevant systems; * Coordinate with internal departments (logistics, finance, commercial, and partners) to resolve incidents; * Monitor deadlines and operational workflows to ensure compliance with defined SLAs; * Execute processes such as refunds, reshipments, returns, or reimbursements according to current policies; * Record evidence and fully document traceable handling activities in systems; * Ensure compliance with standard operating procedures (SOPs) and quality policies for customer support. * Support monitoring of key performance indicators (KPIs), including backlog, average handling time, and resolution rate. **Mandatory Requirements** * Completed high school education; * Proficiency with customer support and ticket management tools; * Strong communication, writing, and attention-to-detail skills; * Analytical ability and sense of priority; * Ability to work simultaneously across multiple systems. **Desirable Requirements** * Prior experience in Back Office, Level 2 support, or after-sales will be considered an advantage.