Job Summary: Handle Level 2 support tickets, ensuring accurate and timely resolution within SLAs for incidents related to logistics, warranty, and finance, thereby guaranteeing the best customer experience. Key Highlights: 1. Handling Level 2 support tickets and ensuring accurate resolution 2. Coordinating with internal departments to resolve incidents 3. Monitoring deadlines and operational workflows to meet SLA requirements **Job Mission** Handle Level 2 support tickets, ensuring accurate and timely resolution within SLAs for incidents related to logistics, warranty, and finance, thereby guaranteeing the best customer experience and compliance with internal procedures. **Main Responsibilities** * Analyze, validate, and handle tickets escalated from Level 1 operations (direct customer service); * Track and update tickets in systems; * Coordinate with internal departments (logistics, finance, commercial, and partners) to resolve incidents; * Monitor deadlines and operational workflows, ensuring compliance with defined SLAs; * Execute reversal, reshipment, return, or reimbursement processes per current policy; * Record evidence and fully document traceable ticket handling in systems; * Ensure adherence to standard operating procedures (SOPs) and customer service quality policies. * Support monitoring of key performance indicators (KPIs), such as 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 simultaneously across multiple systems. **Desirable Requirements** * Prior experience in Back Office, Level 2 support, or after-sales will be an advantage.
João Silva
Indeed · HR
João Silva
Indeed · HR
