Customer Experience Representative

Description

Job Summary: The Customer Experience Representative will provide support to customers through the company's official channels, ensuring a positive and resolution-oriented experience in all interactions with the brand. Key Highlights: 1. Comprehensive customer support (pre- and post-sales) 2. Handling returns, refunds, and registration updates 3. Technical and agile support for B2B customers **Job Description and Responsibilities:** **Working Hours:** 9:00 AM to 6:00 PM **Level:** Operational **Employment Type:** Tenured \- CLT labor code The Customer Experience Representative will provide support to customers via the company's official channels, offering pre- and post-sales assistance, handling returns, refunds, and registration updates, to ensure a positive and resolution-oriented experience in all brand interactions. **Responsibilities:** Assist customers via the support platform (Blip), answering questions about products, delivery timelines, and processes to ensure fast and effective pre- and post-sales support. Handle return requests, including negotiation with customers, issuing reverse shipping labels, and coordinating logistics with the shipping team to ensure proper completion of the process. Request refunds from the finance team by completing spreadsheets with order and customer information to ensure timely reimbursement in accordance with company policies. Monitor order integration in tools such as Retool, verifying status and flagging inconsistencies to maintain sales organization and traceability. Provide post-sales support to the B2B team by responding to inquiries, assisting with invoice cancellations or adjustments, to ensure technical and agile service for this segment. Support pre-sales activities on Mercado Livre by clarifying common customer questions and checking product and timeline information to encourage sales conversion. Maintain and update control spreadsheets, such as refund requests, returns, and customer contact logs, to keep records current and facilitate interdepartmental communication. Review open orders, cross-checking information with the procurement team and notifying customers of updates to ensure transparency and alignment throughout the delivery process. **Requirements:** Excellent verbal and written communication skills; Empathy, agility, and proactivity; Strong organizational and prioritization abilities; Proficiency in digital customer service platforms; Basic knowledge of post-sales processes and returns. Basic/intermediate proficiency in Google Sheets; **Preferred Qualifications:** Prior experience in customer service, either in-person or digital. Completed high school education; currently enrolled in or having completed a technical or undergraduate program in Administration, Communications, Logistics, or related fields. **Benefits:** Medical insurance, Dental insurance, Transportation allowance