Customer Service Representative

Description

Job Summary: Professional responsible for customer service and after-sales support, focused on problem resolution, complaint management, and maintaining customer relationships. Key Highlights: 1. Customer service and after-sales support 2. Problem resolution and complaint management 3. Customer relationship maintenance We began operations in 1994 in Belo Horizonte, exclusively serving the retail market for original parts. In 1998, we expanded into the wholesale market. Since then, we have been consolidating our growth and credibility in the market. Our success is largely attributable to our CLIENT-FOCUSED strategy. We continuously invest in training and developing an exceptionally dedicated team committed to excellence in customer service. Additionally, we value strengthening partnerships with suppliers to ensure the best sales conditions for our products. Our philosophy is to offer customers the best products available in the market while guaranteeing speed both in sales and delivery. **Responsibilities and Duties** Activities: * Handling customer calls: Receiving and making outbound calls to customers who contacted us post-purchase seeking assistance, clarification, or problem resolution. * After-sales support: Providing technical support, usage instructions, warranty information, exchange and return policies, order tracking, and other issues related to the purchased product or service. * Problem resolution: Investigating and resolving any customer problems or concerns, seeking effective solutions and ensuring continued customer satisfaction with their purchase. * Complaint management: Handling customer complaints professionally and empathetically, aiming for quick and satisfactory resolutions, and recording all interactions and resolutions. * Identifying opportunities to offer additional products or services that may benefit the customer, thereby generating incremental sales and increasing customer satisfaction. * Information recording: Logging key details of each customer interaction—including issue or inquiry description, actions taken, and proposed solutions—in call management systems or CRM platforms. * Customer feedback: Collecting post-purchase customer feedback to identify areas for improvement and relaying this information to relevant internal departments. * Training and development: Participating in ongoing training to stay updated on products, company policies, and customer service techniques, with the goal of continuously improving skills and knowledge. * Performance target achievement: Working toward established performance goals such as average resolution time, customer satisfaction rate, and other key performance indicators. * Customer relationship maintenance: Cultivating positive long-term customer relationships by proactively addressing their needs and ensuring sustained satisfaction with the company. * Requirements: **Requirements and Qualifications** * Strong verbal and written communication skills. * Experience in customer service. * Basic computer literacy. * Flexibility and resilience in performing tasks. **Additional Information** By joining our team, you will have access to: * Unimed health insurance * Unimed dental insurance * Gympass * Pharmacy benefits * Morning and afternoon coffee breaks * Partnerships with universities and language schools * Product discounts * Profit-Sharing or Results-Based Bonus Program * Training programs * On-site cafeteria * Life insurance * Meal allowance or meal voucher * Transportation allowance Friopeças began operations in 1994 in Belo Horizonte/MG, initially focusing exclusively on retail sales of original parts—but expanded into the wholesale market in 1998. Since then, Friopeças has been consolidating its growth and market credibility. Its success is largely due to its CLIENT-FOCUSED strategy—evident in continuous investment in training and developing a highly committed team dedicated to service excellence, as well as in strengthening supplier partnerships to ensure optimal product sales conditions.