Customer Service Assistant

Description

Job Summary: Professional responsible for customer service and relationship management with VIP customers, operational monitoring of deliveries, and internal process management. Key Highlights: 1. Single point of contact for communication with VIP customers 2. Humanized and solution-focused customer service 3. Management of shipment tracking and operational incidents **Responsibilities:** Customer Service and Relationship Management: * Serve as the single point of contact for communication with VIP customers. * Deliver humanized service characterized by clarity, empathy, and solution orientation. * Monitor the status of deliveries, pickups, and returns, keeping customers continuously informed. * Respond to e\-mails within agreed deadlines. * Handle complaints and requests with urgency and transparency. Operational Monitoring: * Internal and Process Management * Monitor delivery and pickup tracking via systems (SSW, TMS, Salesforce). * Request scheduling from units and monitor execution. * Track operational incidents such as: * Unlocated address; * Lost packages; * Damages or rejections; * Returns and rerouting. * Coordinate with origin and destination units to resolve pending issues. * Request and forward proof of delivery, CT\-es, XMLs, and fiscal documents. Internal and Process Management: * Record and track pending actions. * Escalate complex cases to managers or coordinators when necessary. * Manage open protocols and ensure timely follow-up responses. * Support internal departments (Finance, Billing, Logistics) with information regarding VIP customers. **Requirements and Competencies:** * Completed or currently pursuing a bachelor’s degree (Logistics, Business Administration, or related fields preferred). * Prior experience in customer service (in-person, telephone, or e\-mail). * Proficiency in Microsoft Office (Word, Excel, Outlook) – intermediate level required. * Communicative: ability to interact effectively and convey information clearly. * Organized: ability to manage multiple concurrent tasks. * Proactive: anticipate and resolve issues before they escalate. * Empathetic: focus on customer satisfaction and experience. * Responsible and committed: meet deadlines and follow through until results are achieved. **Preferred Qualifications:** * Advanced Excel skills (pivot tables, dashboards). * Proficiency in Salesforce and logistics management systems. * Experience in direct contact with corporate clients. * Dynamic profile with strong interpersonal communication and analytical thinking. Employment Type: Full-time, CLT permanent contract Compensation: Starting at R$2\.700,00 per month Benefits: * Medical assistance * Dental assistance * Commercial partnerships and discounts * Free parking * Life insurance * Food allowance * Meal voucher * Transportation allowance