Customer Service Assistant

Description

Job Summary: Professional responsible for handling customer requests, recording interactions, routing cases, and contributing to the continuous improvement of customer service processes. Key Highlights: 1. Customer service and support 2. Continuous process improvement 3. Focus on quality and resolution **MAIN RESPONSIBILITIES:** * 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; * Route cases requiring technical analysis or decisions by other authorities to the responsible teams, documenting the service history to ensure smooth transition and continuity of handling; * Identify and record customer feedback, organizing\-it as input for Quality and Continuous Improvement team analysis; * Contribute to maintaining the knowledge base (FAQs, manuals) by documenting new and recurring questions and solutions; * Support satisfaction surveys (e.g., NPS, CSAT), encouraging customer participation and organizing received feedback; * Conduct service activities in compliance with departmental performance indicators (SLA, TME, 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 job execution; * Propose and implement process improvements within the area of responsibility, focusing on increased productivity and optimized outcomes; * Perform other related duties and support leadership on matters inherent to the area, as required by 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 alignment sessions promoted by the department to continuously enhance performance. **REQUIREMENTS FOR THE POSITION:** * Completed high school education. * Prior experience in customer service, technical support, or relationship management roles. **PREFERRED QUALIFICATIONS:** * Undergraduate studies in progress in Administration, Communications, Marketing, or related fields. * Knowledge of communication and customer service techniques. **Diversity strengthens us!** If you are a person with a disability, our opportunities await you. **Join our team!**