Customer Service Assistant

Description

Job Summary: We are seeking a professional to focus on customer satisfaction, service monitoring, and team support, with an emphasis on continuous process improvement. Key Highlights: 1. Focus on customer satisfaction and loyalty (NPS). 2. Inclusive environment with a people-centric approach. 3. Opportunity to support continuous process improvement. At Saque, we are much more than ATMs! With an international presence, we create intelligent solutions for everyday needs, bringing greater access to the services you need most. And most importantly, **WE ARE MADE OF PEOPLE!** So, are you ready to join Saque? **Responsibilities and Duties** * Report NPS (Net Promoter Score – a metric for customer satisfaction and loyalty) across voice and WhatsApp channels, tracking results and identifying improvement opportunities. * Proactively call and contact NPS detractors, acting empathetically and solution-focused. * Respond to and monitor interactions on the Reclame Aqui platform, ensuring clear and company-guideline-aligned resolutions. * Conduct voice and written monitoring of CRC customer service interactions, identifying best practices and development areas. * Update and maintain the CRC team’s knowledge base, including support materials, scripts, and procedures. * Generate reports using internal tools to support evaluation of CRC team performance. * Serve as backup for customer service during peak periods, ensuring continuity and service quality. * Support team training initiatives, contributing to continuous improvement of processes and service quality. **Requirements and Qualifications** * Bachelor’s degree completed or in progress; * Experience in customer service; * Strong verbal and written communication skills; * Ability to work effectively in a team; * Organized profile; * Proficiency in Microsoft Office Suite. Preferred qualifications: * Currently pursuing or holding a degree in Business Administration, Management Processes, Human Resources, or related fields. **Additional Information** At Saque, you are free to be yourself! We all value and believe that we are equal in our differences! We uphold a safe and inclusive environment focused on people. We believe innovation arises from diverse perspectives — WE ARE ONE! Saque was born from restlessness and the desire to transform how people interact with financial solutions, reaching diverse audiences, living in the present while always paving the way for our future. We are much more than ATMs! With an international presence, we create intelligent solutions for everyday needs, pursuing increasingly simple and innovative solutions.