Customer Service

Description

Job Summary: Responsible for proactive and reactive customer service to clients with overdue monthly payments, providing support, guidance, and negotiation solutions to recover payment compliance and preserve relationships. Key Highlights: 1. Credit recovery and preservation of customer relationships. 2. Negotiation and reactivation of services with an emphasis on empathy and clarity. 3. Reinforcement of the benefits and value of continued card usage. **About the Role** Responsible for proactive and reactive customer service to clients with overdue monthly payments, offering support, clear guidance, and negotiation solutions. The focus is on recovering payment compliance while preserving relationships, reinforcing the benefits of the Cartão de Todos, and ensuring customers continue using popular consultations, partners, cashback, and the app. **Main Responsibilities** * Proactively contact delinquent customers (via WhatsApp, phone, or in person) and present regularization options. * Identify the cause of delinquency and adapt the approach according to the customer’s profile and situation. * Clearly and concisely explain the benefits of the Cartão de Todos, emphasizing the value of continued usage (consultations, partners, and cashback). * Offer negotiation alternatives, such as agreements or reactivations. * Record information in the internal system, ensuring traceability and organized customer history. * Maintain credit recovery indicators, service quality metrics, and reactivation rates. * Follow communication scripts and protocols, always prioritizing empathy, respect, and clarity. * Assist customers with app reactivation and provide usage guidance to prevent future delays. **Mandatory Requirements** * Experience in customer service, collections, retention, or related areas. * Excellent verbal and written communication skills, with emphasis on clarity and conciseness. * Negotiation skills, ability to overcome objections, and empathy toward diverse socioeconomic profiles. * Organizational skills to manage high volumes of contacts. * Ability to work with goals and performance indicators (KPIs). * Completed high school education. **Preferred Qualifications** * Experience serving the Cartão de Todos customer base or similar mass-market segments. * Familiarity with WhatsApp Business, dialers, and CRM/customer service systems. * Basic knowledge of benefits, cashback, or recurring products. **Expected Behavioral Profile** * Empathy and patience, recognizing that delinquency is a sensitive issue. * Firmness \+ courtesy during negotiations. * Proactivity in guiding customers toward the best agreement. * Resilience when handling objections and rejections. * Teaching ability to clearly explain the card, the app, and benefits. **Job Objective** Ensure customers regain payment compliance and remain active, understanding and utilizing benefits that make the Cartão de Todos an investment in family well-being—not just another monthly fee or “one more bill”. Compensation: R$2\.100,00 \- R$4\.000,00 per month Benefits: * Education allowance * Corporate partnerships and commercial discounts * Meal allowance * Transportation allowance Education: * Completed high school (preferred) Work Location: On-site