### **Responsibilities:** * Provide customer service via chat and WhatsApp, both reactively and proactively, using a platform with automated message dispatch. * Negotiate prices, discounts, and gifts, analyzing individual sales performance over specific periods. * Register and tabulate customers with gift agreements for shipment requests submitted to supervision. * Make telephone contact with customers who opted for the *CallBack* service, available on the website for support outside business hours. * Report technical issues and contact platform support to resolve malfunctions. * Provide customer service on offline platforms when necessary. * Monitor service reports and dashboards, analyzing daily progress of key performance indicators. * Suggest improvements to customer service processes and to the user experience on the website. * Identify, report, and document errors in service systems and platforms, providing evidence to expedite resolution. * Support training and onboarding of newly\-hired analysts. * Report errors in advertisements and promotions promptly and accurately. * Strictly comply with company and partner internal announcements, notices, and guidelines. ### **Requirements:** * Prior experience in digital-channel customer service (chat, WhatsApp, and phone). * Communicative profile, with negotiation skills and a results-oriented mindset. * Organizational ability to manage information, reports, and customer agreements. * Proficiency in handling systems, digital platforms, and dashboards. * Analytical capability and attention to detail. * Proactivity in identifying problems and suggesting improvements. * Teamwork orientation and willingness to support internal training. ### **Advantages:** * Experience analyzing customer service and sales metrics. * Experience in e\-commerce or digital retail environments. * Knowledge of omnichannel customer service platforms. Minimum Education Level: Bachelor's Degree
João Silva
Indeed · HR
João Silva
Indeed · HR
