Description: What we expect from you: Prerequisites: Completed or ongoing higher education in Administration, Communications, Marketing, Public Relations, or related fields; Strong verbal and written communication skills; Ability to interact effectively with diverse customer profiles and situations. Desirable: Previous experience in customer service, after-sales, or technical/commercial support; Excellent communication, negotiation, and problem-solving skills; Active listening and emotional intelligence, with a focus on empathy and relationship-building; Teamwork ability, collaboration, and proactivity in daily activities. Required and Desired Skills: Experience with omnichannel service platforms, CRM management and updates, and digital customer service (especially on social media); Proactive, empathetic, organized, resilient, and agile profile; Proficiency in Office Suite, particularly Excel and PowerPoint for report and presentation development; Analytical ability to interpret service data and identify improvement opportunities. Differentiators: Skilled in organizing processes and automations focused on customer service; Knowledge of service metrics such as SLA, TMA, NPS, CSAT, and resolution rate; Experience in digital service environments and customer experience (CX) management. What awaits you in your day-to-day responsibilities: * Provide customer service via WhatsApp, email, social media, and other official channels, ensuring clear, courteous, and efficient communication; * Record, monitor, and close service requests and inquiries in the system, ensuring all interactions are properly documented and responded to promptly; * Manage information in internal systems, maintaining updated and consistent data; * Identify needs and improvement opportunities, propose solutions, and follow through to resolution; * Resolve issues and clarify doubts with empathy and a sense of urgency; * Anticipate risks of customer dissatisfaction and suggest preventive actions; * Act as the contact point between the customer and internal departments, ensuring speed, consistency, and quality in deliverables; * Prepare service reports and performance indicators, including satisfaction and efficiency metrics; * Assist in resolving conflicts and critical requests, maintaining a professional and empathetic attitude; * Continuously collect customer feedback to identify pain points and improvement opportunities; 2511090202181859289