Commercial Assistant

Description

Job Summary: Equatorial Group is seeking a Commercial Assistant to serve retail customers, manage requests, and propose improvements to enhance customer experience. Key Highlights: 1. Serve retail customers 2. Manage customer relationship requests 3. Propose improvements to enhance customer experience **Shaping the future starts now—and you can be part of this journey.** We are Equatorial Group, Brazil’s first multi-service company, operating across electricity distribution, renewable power generation, energy trading, sanitation, telecommunications, and services. We operate in multiple regions across the country, impacting millions of people daily through solutions that drive development and generate positive societal impact. Our growth trajectory—marked by expansion transforming into opportunity—continues with responsibility, opening space for new ideas, cultures, and perspectives, committed to the constant evolution of people and businesses. For us, challenges represent opportunities for growth, and teamwork takes us further. If you seek to advance your career and contribute to a team that values diverse backgrounds and believes in every individual’s potential, this is where you belong. We are looking for a talent to fill the role of Commercial Assistant. **Let’s transform collaboration into results—together?** **Responsibilities and Duties** **Key Activities:** * Serve retail customers by acting as the interface between external customers and internal departments of the distribution company. * Receive, register, analyze, and handle complaints at Level 1, Level 2, and Level 3, ensuring timely responses to customers within established deadlines. * Manage requests originating from customer relationship channels, including service delivery, **NPS**, and **Ombudsman**. * Monitor and analyze operational and quality reports to identify trends, recurrences, and process improvement opportunities. * Track performance indicators such as NPS, regulatory deadline compliance, complaint volume, and recurrence rates. * Propose, structure, and monitor action plans aimed at improving customer experience and optimizing internal processes. * Collaborate closely with departments such as Billing, Operations, Commercial, Legal, and Customer Service to ensure aligned, customer-focused resolutions. * Contribute to standardizing procedures and updating internal workflows based on identified improvement opportunities. * Ensure compliance with applicable regulations governing the electricity sector, as well as company internal guidelines and policies. * Prepare management reports and executive presentations containing indicator analysis, resolution status updates, and improvement recommendations. **Requirements and Qualifications** **Education Level:** Completed high school **Courses and Specializations:** Complementary education or training courses in customer service, process management, data analysis, or related fields are desirable. **Technical Competencies:** * Knowledge of customer service routines and complaint handling, with emphasis on demand resolution and service quality. * Experience analyzing and monitoring performance indicators such as **NPS**, **SLA**, recurrence rates, and request volumes. * Basic understanding of electricity sector regulation, particularly regarding guidelines issued by the National Electric Energy Agency (ANEEL). * Ability to prepare, analyze, and consolidate management and operational reports. * Proficiency in the **Microsoft Office Suite** at intermediate or advanced level, with emphasis on **Excel** and **PowerPoint**. * Experience with **CRM systems** and incident/ticket management tools is desirable. * Familiarity with continuous improvement, process analysis, and identification of operational optimization opportunities. * Valid Brazilian driver’s license (Category B). **Additional Information** **Why Apply:** Joining Equatorial Group means becoming part of a growing company whose culture values continuous development, talent diversity, and commitment to the future. Here, purpose and results go hand in hand. **We offer benefits designed to support your journey:** Care Health and dental plan with co-payment for you and your family (direct dependents); Life insurance protecting your present and future; Childcare allowance. Food Meal voucher to recharge your energy. Mobility Transportation allowance for safe commuting; On-site parking when required. Well-being Wellhub (formerly Gympass); Recognizing Collective Effort Profit-sharing program; Private pension plan. Universidade Saber Learning platform offering learning paths, content, and training programs to accelerate each talent’s professional development. **Join Equatorial Group—built by people who shape the future!** \#LI\-KF1 Being part of Equatorial Group means **believing in the power of multipossibilities.** Why do we think this way? Because our story began in energy distribution, and today, **we are Brazil’s first multi-service company in the sector!** We positively impact **over 14 million Brazilians**, continuing to grow with a clear purpose: shaping the future every day through solutions that generate positive impact in people’s lives. Diverse businesses, realities, and career paths enable every talent to find their own way to grow, collaborate, and make a difference. Our strength lies in people—and in the impact they create when given space to be themselves. **Now it’s your turn to join this movement!**