Customer Service Assistant

Description

Job Summary: Operational professional for customer service, resolving issues, recording interactions, and contributing to service quality improvements. Key Highlights: 1. Handle customer requests, clarify doubts, and resolve issues. 2. Record and classify customer interactions for traceability. 3. Support the implementation of satisfaction surveys and organize feedback. **Description and Responsibilities:** **Schedule:** 12x36 work schedule, available in either day shift (8:00 AM to 8:00 PM) or night shift (8:00 PM to 8:00 AM) **Level:** Operational **Employment Type:** Permanent – CLT * Handle customer requests by gathering information and applying defined procedures to clarify doubts and resolve issues; * Record and classify customer interactions to ensure traceability and integrity of each case's history; * Escalate cases requiring technical analysis or decisions from other authorities to responsible teams, documenting the service history to ensure smooth transition and continuity of handling; * Identify and record customer feedback, organizing\-it as input for the Quality and Continuous Improvement team's analysis; * Contribute to maintaining the knowledge base (FAQs, manuals) by documenting new recurring questions and solutions; * Support the implementation of satisfaction surveys (e.g., NPS and CSAT), encouraging customer participation and organizing received feedback; * Conduct service interactions in compliance with departmental performance indicators (SLA, AHT, FCR), observing deadlines, response quality, and interaction resolution; * Be accountable for the quality, reliability, and performance of information and tasks under responsibility, meeting established deadlines; * Safeguard confidentiality of technical, commercial, and business information accessed during activities; * Propose and implement process improvements within the area of responsibility, focusing on increased productivity and optimized results; * Perform other related duties and support leadership on matters inherent to the area, according to business needs; * Correctly apply workflows, announcements, and operational procedures, identifying recurrence patterns in requests to report relevant situations to leadership; * Actively participate in trainings and alignments promoted by the department, aiming for continuous performance improvement. **Requirements:** * Completed High School education; * Prior experience in customer service, technical support, or relationship management roles. **Benefits:** Medical assistance, Dental assistance, Gym allowance, Fuel allowance, Life insurance, Transportation, Meal voucher, Food voucher, Transportation voucher