Customer Service Coordinator

Description

**About Osklen** Osklen is the expression of a lifestyle defined by the balance between urban life and nature, where organic and technological, local and global, luxury and simplicity are complementary concepts. Founded in 1989 by Oskar Metsavaht — an artist, designer, and environmentalist — Osklen has been leading the way in sustainable fashion innovation, committing to positive socio-environmental actions in partnership with Instituto\-E\*, promoting sustainable human development. This makes Osklen a reference brand in Brazil and internationally for its authorial style, design innovation, and use of raw materials developed according to social, environmental, and economic criteria — the e\-fabrics. Osklen’s collections and projects reinforce the union of art, design, lifestyle, and sustainability, prioritizing sustainable thinking through materials and manufacturing processes with the lowest possible socio-environmental impact. **At Osklen, we value diversity!** We promote diversity and inclusion throughout our recruitment processes, encouraging applications from professionals without discrimination based on race, ethnicity, religion, color, gender, age, disability, nationality, sexual orientation, gender identity or expression. **About the Role** ***Responsibilities:*** Managing internal and third-party customer service teams (staffing, scheduling, productivity, feedback, performance rituals for service and sales); Managing service and experience metrics: SLA, TMA, TME, FCR, recontact rate, backlog, complaint rate, NPS/CSAT, quality, and others; Internal and external customer support; Omnichannel operations: company-owned stores, franchises, email, chat, WhatsApp, social media, Reclame Aqui, marketplaces, and e\-commerce platform; Crisis and sensitive case management (premium/VIP customers, high-value cases, reputation issues, legal risk); Standardization and continuous improvement: creation/updating of scripts, playbooks, knowledge base, escalation workflows, and exception policies; Daily interface with Logistics, After\-Sales, Commercial, Finance, Anti\-Fraud, IT/Product teams to resolve root causes (e.g., delays, damages, discrepancies, chargebacks) and identify opportunities to improve the customer journey; Team training and onboarding, quality monitoring, and calibration sessions; Budget management for the area. ***Required Qualifications:*** Prior experience coordinating and structuring Customer Service/CX in retail (digital: e\-commerce/marketplace and physical); Experience leading teams and strong foundation in metrics and operations; Experience handling public complaints (e.g., Reclame Aqui) and reputation management (including direct handling of VIP and business\-sensitive customers); Hands\-on experience with returns/exchanges, delivery, reverse logistics, payments, anti\-fraud, and post\-purchase journey; Intermediate to advanced Excel skills (pivot tables, analysis, managerial reports); Experience preparing reports, dashboards, and presentations for senior leadership and executive levels. ***Preferred Qualifications:*** Experience in luxury/premium segments (or serving high\-standard customers); Experience managing large\-scale operations (peaks, seasonality, campaigns); Process improvement initiatives (Lean/PDCA, flow mapping, automation); Experience with CRM/Helpdesk platforms (Zendesk, Freshdesk, Salesforce Service, Gupy/Movidesk, Neoassist, etc.); Experience integrating with e\-commerce platforms and marketplace hubs (VTEX/Shopify/Magento, etc.); Basic understanding of LGPD as applied to customer service. ***Education:*** Completed undergraduate degree ***Working Hours:*** Monday to Friday, 8:30 hours per day (Hybrid model: in\-office on Tuesdays, Wednesdays, and Thursdays — Rio Comprido/RJ). **Your well\-being and development matter! What we offer:** Medical and dental insurance ️ Wellhub for your wellness routine ️ Discount on brand products Development and training incentives * Flexible daily working hours Birthday day\-off to celebrate your special day Profit\-Sharing Program (PLR) Meal/food allowance Transportation allowance and employee shuttle service Exclusive partnerships and agreements (health, wellness, education, aesthetics, and more) ️ Life insurance **Location****Employment Type****Work Model** Rio de Janeiro, RJ, BR Full\-time CLT Hybrid