CUSTOMER SERVICE QUALITY ASSISTANT

Description

Job Summary: Customer Service Quality Assistant to manage customer requests, log tickets, and monitor status to ensure resolution and customer satisfaction. Key Highlights: 1. Promptly receive and respond to customer requests 2. Actively monitor ticket status to expedite resolution 3. Collaborate on projects for continuous improvement of customer service processes **OUR COMPANY** Prepared to meet the needs of selective and urban waste collection, waste containment, and products for waste packaging and transportation, LAR Plásticos — a manufacturer of its product portfolio (trash bins, containers, collector carts, boxes, pallets, plastic flooring, and decking) — aims to contribute to society and the environment by adopting sustainability practices based on renewable resources, minimizing the use of natural resources, and supporting environmental preservation for future generations. With the objective of raising awareness about selective waste collection and reducing disease contamination caused by exposed waste, our products are manufactured in strict compliance with the world’s most rigorous technical standards for quality, packaging, and storage procedures for infectious and non-infectious healthcare solid waste, intended for collection and transportation. We use virgin and recycled plastic as raw material, ensuring traceability and production quality. The manufacturing of our entire product line adheres strictly to quality and conduct standards, aiming to provide our customers with maximum reliability and the best cost-benefit ratio in the market. We strive to meet current human needs without compromising the future of coming generations. We are committed to economic and material development without harming the environment, intelligently reusing materials. We make a difference to guarantee sustainable development. https://www.youtube.com/embed/P3A4W9FDaj0?showinfo\=0 **CUSTOMER SERVICE QUALITY ASSISTANT** **REQUIREMENTS:** * Completed high school education; * Bachelor’s degree completed or in progress in Administration, Communications, Marketing, Commercial Management, or related fields is desirable; * Strong verbal and written communication skills to handle multiple demands and diverse internal and external customer profiles; * Proficiency in typing and Microsoft Office suite; * Familiarity with CRM tools or ticketing systems is a plus. **RESPONSIBILITIES** * Receive, log, and promptly respond to customer requests via phone, email, chat, or other company-defined contact channels. * Create tickets (support cases) in the corporate system, ensuring all required information is accurately and completely entered for proper handling (protocol generation). * Analyze customer requests and route tickets to the appropriate internal team or department responsible for analysis and resolution. * Actively monitor the status of ongoing tickets, engaging with relevant departments to accelerate resolution and meet service-level agreement (SLA) deadlines. * Ensure proper ticket closure in the system, including communicating the solution or final response to the customer. * Maintain an organized and up-to-date record of all service interactions in the system. * Assist in compiling data for customer service performance reports, identifying trends, primary reasons for contact, and recurring issues. * Actively participate in and support initiatives and projects focused on continuous improvement of customer service processes and optimization of customer experience. * Suggest improvements to service workflows and tools used, based on customer feedback and daily operational experience. **WORK SCHEDULE:** ADM - Monday to Thursday: 8:00 AM to 6:00 PM; Friday: 8:00 AM to 5:00 PM **BENEFITS** * Health Insurance * Dental Insurance * Pharmacy Benefits * Fuel Allowance * Meal Voucher * On-site Meals * Annual Profit-Sharing Program (PLR) * Discount on LAR Plásticos Products