Customer Service Representative

Description

Job Summary: We are seeking a Customer Service Representative to join our Customer Support team, with a focus on connecting with people and delivering an exceptional customer experience. Key Highlights: 1. Focus on delivering an excellent customer experience 2. Clear, courteous, and efficient communication across multiple channels 3. Proactive pursuit of improvement suggestions and professional development We are looking for a **Customer Service Representative** to join our Customer Support team at Aposta Ganha! If you enjoy connecting with people and delivering an outstanding customer experience, this opportunity is for you. **Location:** Caruaru **Employment Type:** CLT **Department:** Customer Support **Schedule:** 6:00 PM to 12:00 AM \- Rotating 6x1 Shift **Responsibilities \| What You Will Do:** * Handle inbound and outbound customer interactions via support channels and other digital platforms, ensuring clear, courteous, and efficient communication. * Identify, record, and resolve inquiries, requests, complaints, and incidents, always prioritizing the best possible customer experience. * Adapt communication style to the customer's profile and the support channel used, maintaining empathy, professionalism, and solution-oriented focus. * Analyze complex situations, diagnose root causes of issues, and escalate to responsible departments when necessary, following up until resolution. * Accurately log all interactions in internal systems, ensuring proper updating and classification to support KPI generation and operational intelligence. * Adhere to procedures, internal policies, regulatory requirements, and information security guidelines to ensure operational compliance. * Contribute improvement suggestions regarding support processes and workflows based on recurring customer needs. * Meet operational goals and KPIs such as CSAT, Average Handling Time (AHT), Average Speed of Answer (ASA), First Contact Resolution (FCR), Service Level, Quality, and Productivity. * Stay updated on platform changes to ensure accurate and reliable support. Requirements: **What We Expect From You:** * Minimum 6 months of experience in customer relationship and support; * **High school diploma required;** * Excellent verbal and written communication skills; * Strong typing proficiency and attention to detail; * **Availability to work on Saturdays and/or Sundays, per the 6x1 rotating schedule\.** * Preferred: Education or training in Customer Success (CS) and/or Customer Experience (CX); Benefits **We Offer:** * Market-competitive compensation * Nationwide SulAmérica Health Insurance Plan * SulAmérica Dental Insurance * Total Pass * Meal Allowance and/or Food Voucher * Transportation Allowance * Partnerships with educational institutions * Professional Development Program * Benefits apply only to CLT contracts **Join us and be part of an exciting journey toward success!**