Customer Relationship Assistant

Description

Job Summary: The professional will be responsible for providing customer service, clarifying doubts, registering requests, tracking demands, and supporting problem resolution, ensuring a positive experience and contributing to customer retention and satisfaction. Key Highlights: 1. In-person service in Cafelândia/PR 2. Acting as a liaison between customers and the company 3. Supporting problem resolution and customer retention We are seeking a Customer Relationship Assistant to work in-person at our Cafelândia/PR unit. This professional will provide customer service, clarify doubts, register requests, track demands, and support problem resolution, ensuring a positive experience. They act as a liaison between customers and the company, contributing to customer 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 relationship throughout the customer journey. * 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 billing via telephone. * Perform SPC inclusion and removal. * Open service protocols, cancellation protocols, and others. * Support store attendants by providing telephone and system-based service. * Apply standard debt installment plans. * Issue invoices according to negotiated terms. * Record late payment penalties. * Update equipment withdrawal tables for canceled customers. * Monitor and close service cases. * Analyze customer pending items during cancellation, such as outstanding invoices and equipment under loan agreement. * Negotiate customized solutions when necessary, based on customer profile/needs analysis. * Track product and service usage history. * Register all customer requests, forwarding them to the responsible department if needed. * Handle inquiries, compliments, suggestions, and complaints via telephone and social media. * Support field technicians when required. * Organize and control documents and update customer registration data. * Work on customer retention. * Conduct customer billing.