Customer Relationship Assistant

Description

Job Summary: The Customer Relationship Assistant will be responsible for providing customer service and support, clarifying inquiries, recording requests, and ensuring a positive customer experience. Key Highlights: 1. Act as a liaison between the customer and the company, contributing to customer retention. 2. Identify each customer's specific needs and monitor their journey. 3. Negotiate and analyze pending issues to ensure customer satisfaction. We are seeking a Customer Relationship Assistant to work on-site at our Cafelândia/PR unit. This professional will be responsible for serving customers, clarifying inquiries, recording requests, monitoring demands, and supporting problem resolution, thereby ensuring a positive customer experience. They serve as a liaison between the customer and the company, contributing to retention and satisfaction, while also assisting in information control and updating customer records in internal systems. **MAIN RESPONSIBILITIES** * Identify each customer's specific needs and monitor the customer journey relationship. * Provide necessary guidance and implement feasible solutions related to: * + Service cancellation requests; + Internet speed plan changes; + Financial agreements; + Due date changes; + Temporary suspension; + Prevention; + Referral discount requests; + Invoice cancellation requests; + Discount requests; + Duplicate bill issuance; + Account holder change requests; + Unjustified billing. * Conduct customer collections via telephone. * Perform SPC registration and removal. * Open service protocols, cancellation protocols, and others. * Support store agents by handling telephone and system-based customer service. * Apply standard debt installment plans. * Issue invoices according to negotiated terms. * Apply late fees. * Update equipment withdrawal tables for canceled customers. * Monitor and close service cases. * Analyze customer pending items during cancellation, including outstanding invoices and equipment under loan agreement. * Negotiate customized solutions when necessary, based on customer profile / needs analysis. * Monitor product and service usage history. * Record all customer requests and forward them to the relevant department if required. * Handle inquiries, compliments, suggestions, and complaints via telephone and social media. * Support field technicians when necessary. * Organize and control documents, and update customer registration data. * Work on customer retention. * Conduct customer collections.