CUSTOMER SUCCESS ASSISTANT - NPS - Quality Control

Description

Job Summary: Responsible for post-sales support and quality control of customer relationships, implementing satisfaction surveys and driving retention and engagement initiatives with an operational focus. Key Highlights: 1. Focus on quality control and customer relationship management 2. Implementation of satisfaction and retention surveys 3. Requires experience in customer service or Customer Success **— Job Objective** Provide post-sales support and ensure quality control of customer relationships by administering satisfaction surveys (NPS/CS), validating installed services, identifying churn risks, and executing retention and engagement actions. This is an operational role focused on documenting evidence, escalating technical/financial incidents, and updating CRM/ERP systems to support commercial and service decisions. **— Requirements and Certifications** **Mandatory** * Completed high school (college education or technical course preferred but not required). * Experience in customer service / call center or Customer Success. * Operational knowledge of CRM/ERP systems and ability to accurately record data. * Access to and familiarity with IXC and OPA (or willingness to undergo training under POP-009). **Preferred** * Training in NPS/Customer Success, digital customer service, or active listening techniques. * Prior experience in telecommunications or similar products. **— Expected Technical and Behavioral Competencies** **Technical** * Administration of NPS/CS surveys and use of standardized scripts. * Accurate data entry into CRM/ERP systems. * Triage and prioritization of service tickets. * Basic understanding of customer success metrics. **Behavioral** * Empathetic and clear communication. * Active listening and ability to calm dissatisfied customers. * Organization, attention to detail, and discipline to follow scripts/processes. * Proactivity and ability to work autonomously. * Resilience and composure in adverse situations. **— Key Deliverables / Expected Outputs** * Daily/weekly NPS reports and actions taken. * Complete records in CRM/OPA (score, script used, evidence, intent). * Consolidated CS spreadsheet tracking open/closed follow-ups. * Inputs for managerial dashboards (Power BI). * Improvement recommendations for scripts/POPs based on recurring feedback. **— Detailed Activity Description** **1- NPS / CS Routine (Post-Sales)** * Review service orders (S.O.) in the system (IXC/OPA) to identify cases requiring evaluation. * Contact customers (WhatsApp / SMS / phone call) to administer the NPS scale (1–5) per the standardized script. * Record score and comments in the customer profile and S.O.; classify intent (engagement, referral, Google review, support ticket creation, etc.). * Escalate and document follow-up for NPS 3 (open CS ticket / refer to technical/financial/commercial team). **2- Contact Management and Attempt Tracking** * Make up to three contact attempts on the same day (call + message + additional attempt), recording time and outcome. * If no response is received, leave a friendly templated message and log it in the system; schedule next attempt per operational rules. **3- Triage and Escalation** * Identify complaints requiring technical visits, S.O. reactivation, or engineering/commercial intervention. * Notify technical/financial/commercial teams via Teams group/OPA, attaching all evidence (screenshots, audio transcripts, logs). * Monitor responses and ensure corrective actions are completed and documented. **4- Engagement and Commercial Intent** * Invite customers with NPS 4–5 to participate in engagement activities (Google review, referral program, social media engagement), following authorized scripts. * Record consents and forward leads/references to the commercial team when applicable. **5- Process Quality and Documentation** * Complete CS/NPS spreadsheets/reports; update dashboards and KPIs. * Comply with POPs (e.g., POP-009), store evidence in repositories (Wiki/Drive), and contribute to continuous script improvement. * Archive communications and history per retention policy. **6- Communication and Humanization** * Use empathetic, humanized language in messaging and calling scripts. * Practice active listening with dissatisfied customers, provide reassurance, and offer clear next steps. **? Job Details:** * Preference for candidates residing near Santa Felicidade and Campo Magro; * **Work Schedule:** * 44 hours per week; * Monday to Friday, 8:00 AM – 5:00 PM * Saturdays, 8:00 AM – 12:00 PM * Overtime pay. (We do not use time banking) **? Compensation and Growth:** * Starting salary (Level N1): R$ 1.725,28; * Structured career path (N1 to N3); **? Benefits:** * Meal allowance: R$ 320.00/month; * Food voucher: R$ 36.75/day (approx. R$ 845.25/month); * Transportation allowance or fuel voucher (R$ 300.00/month); * Unimed health insurance; * Dental Uni dental plan; * Life insurance; * Birthday day off; * Free internet after probation period (subject to technical availability). **? Our Infrastructure:** * On-site parking; * Relaxed environment with recreation area (video games, billiards, ping-pong); * Fully equipped kitchen and cafeteria; Free coffee to keep your energy up