Call Center Customer Service Assistant

Description

Job Summary: As a Call Center Customer Service Assistant, you support customer service activities to ensure service quality, responsiveness, and an excellent customer experience through administrative support and process monitoring. Key Highlights: 1. Supports the management and operation of the customer service team. 2. Contributes to the organization and monitoring of customer service processes. 3. Assists in resolving inquiries and tracking requests. The Call Center Customer Service Assistant supports the customer service team’s activities by contributing to organizational efficiency, administrative support, and process monitoring. The goal is to ensure high-quality service, timely issue resolution, and a positive customer experience. You support team management and operations, facilitating administrative, operational, and communication tasks while ensuring process efficiency and adherence to deadlines and established SLAs. You work directly within the service operation, assisting with inquiry resolution, handling requests, system logging, and tracking requests to completion. **Responsibilities and Duties** * Support the preparation and updating of customer service reports and performance metrics (e.g., SLA, TMA, FCR, satisfaction); * Monitor deadlines and ensure compliance with customer service SLAs; * Track open protocols and requests, supporting prioritization and resolution; * Assist in analyzing metrics and identifying opportunities to improve the customer experience; * Facilitate alignment among Customer Service, Operations, Stores, Logistics, and other involved departments; * Provide weekend on-call support as needed; * Support scheduling, calendar management, and team workload coordination; * Prepare, review, and maintain up-to-date reports, spreadsheets, and operational controls; * Manage information flow between the team, customers, and support departments; * Organize and archive customer service records, protocols, and relevant documentation; * Assist in developing workflows, procedures, and improvements to customer service processes; * Monitor service quality and support team feedback and guidance; * Support internal communications to ensure alignment of information and process updates; * Assist in designing motivational campaigns focused on service quality and productivity; * Perform administrative tasks related to operations (access control, systems, supplies, and logistical support); * Support onboarding of new team members by orienting them on systems, processes, and best service practices; * Promote a collaborative environment with clear communication and a strong focus on customer experience; * Assist in analyzing root causes of complaints and developing action plans for continuous improvement. **Requirements and Qualifications** * Completed High School education; * Bachelor’s degree preferred, or currently pursuing one; * On-site work at: Av. Ipiranga 6681, Partenon Caring is at our core. For over 55 years, we have built a legacy centered on what matters most: people. Whether through retail, distribution, or our products and services, we are committed to delivering health and well-being — always and in the best possible way — to our customers, employees, investors, and partners. We work daily to build a more balanced society and environment, always envisioning first and foremost a better world. Our Mission: To provide health and well-being for people. Our Vision: To be the best in sustainable and innovative health and well-being products and services. Our Values: Act ethically; Collaborate as a team; Develop people; Deliver exceptional service; Be agile; Commit to results. The Panvel Group comprises three businesses: **Panvel Pharmacies**, the largest pharmacy chain in southern Brazil, with over 600 stores offering medicines and personal care and beauty products. We operate across multiple cities in Rio Grande do Sul, Santa Catarina, Paraná, and São Paulo. The **Distribution Center (DC)**, one of Brazil’s leading pharmaceutical distributors and the country’s pioneer in this segment. Our Distribution Centers are located in Eldorado do Sul/RS and São José dos Pinhais/PR. The **Lifar Industrial Pharmaceutical Laboratory**, a division focused on developing and manufacturing cosmetics, medicines, and food products. In addition to producing items for major brands, Lifar also manufactures private-label products for Panvel.