Job Summary: Provide excellent customer service to ensure client satisfaction through process management and service coordination. Key Highlights: 1. Friendly and effective customer service across multiple communication channels 2. Management of point exchange and addition processes, and support for apps 3. Focus on customer retention and service excellence **JOB MISSION** Provide excellent customer service to the customer base, ensuring their satisfaction in compliance with established processes. **REQUIRED KNOWLEDGE FOR THE POSITION** Note: The following are desired qualifications for this position; however, if the candidate/employee does not yet possess them, they must develop them: * Proficiency in Microsoft Office suite, Google tools, and email * Customer service training is desirable * Mastery of area-specific tools and techniques * Technical knowledge of current plans offered by the company * Basic understanding of LGPD is desirable **DETAILED DESCRIPTION OF FUNCTIONS AND RESPONSIBILITIES** * Provide friendly customer service to clients who contact us, whether in person, by phone, email, or WhatsApp. * Manage the point exchange process. * Coordinate the additional point process. * Clarify questions regarding contracts of customers in the base. * Assist with access to the WSNET app. * Facilitate access to partner applications. * Keep customer records updated. * Send invoices to customers. * Maintain cleanliness and proper upkeep of the workplace and equipment. * Perform Level 1 customer retention activities. * Provide counter service (payment receipt, invoice issuance, equipment returns). * Conduct NPS surveys. **NECESSARY SKILLS AND ATTITUDES FOR THE POSITION** * **Clear and Empathetic Communication:** Ability to convey information clearly and amicably to customers across various channels, consistently aiming for a positive experience. * **Organization and Multitasking:** Ability to manage multiple simultaneous tasks, such as record updates, invoice dispatch, and customer interactions. * **Technical and Product Knowledge:** Understanding of current plans and company tools to resolve customer inquiries and coordinate processes such as point exchange and additional point allocation. * **Analytical and Problem-Solving Skills:** Ability to perform customer retention, identify needs, and offer prompt solutions. * **Digital Tool Proficiency:** Mastery of required tools to assist with application usage (e.g., WSNET) and manage customer records. * **Compliance and Legal Knowledge:** Familiarity with LGPD is desirable to ensure customer data is handled in accordance with current legislation. * **Customer-Centric Mindset:** Demonstrate proactive behavior in delivering welcoming and efficient service, always striving for customer satisfaction. * **Proactivity:** Anticipate tasks such as record updates, invoice dispatch, and customer retention activities. * **Empathy and Patience:** Be understanding of customers’ concerns and difficulties, especially when addressing technical or contractual issues. * **Flexibility and Adaptability:** Willingness to adapt to diverse situations and service channels while maintaining service quality. * **Attention to Detail:** Ensure accuracy across all processes—from data updates to conducting NPS surveys. * **Commitment to Quality:** Strive to maintain an organized workplace and care for equipment, reflecting dedication to excellent service. **JOB PERFORMANCE INDICATORS** * Number of customer interactions per executed process * Absenteeism rate * Average Handling Time (AHT) * Average First Response Time (AFRT) * Quality Score * Number of surveys conducted
João Silva
Indeed · HR
João Silva
Indeed · HR
