**Job Description** We are seeking a professional responsible for handling customer inquiries across the company’s various sales and support channels, ensuring excellence, speed, and quality in responses. The role involves providing customer support via phone, WhatsApp, email, marketplace platforms, and internal systems, guaranteeing comprehensive handling, accurate information logging, and case follow-up. **Responsibilities and Activities** **Customer Support via Digital Channels** * Respond to customer messages on sales channels (Mercado Livre, Magazine Luiza, Cnova, MadeiraMadeira, and Americanas) using predefined scripts. * Log all requests in the CRM, categorizing the reason for the request and adding relevant notes (e.g., part requests, pickups, damages, delivery failures, etc.). **Corporate WhatsApp** * Handle and respond to customers via WhatsApp Web, following scripts and opening CRM records according to the reported issue. **Order and Case Tracking** * Check the status of low-volume cases in the Sysemp system, route them to the appropriate department, and record key observations. * Open and log CRM records based on identified situations. **Email and Marketplace Platforms** * Analyze and resolve email requests related to marketplace orders (Magazine Luiza, Cnova, MadeiraMadeira, and Americanas), including cases such as customer absence, lost packages, incorrect addresses, returns, and damages. * Conduct necessary actions on marketplace platforms, including cancellations, exchanges, tracking updates, and clarification of customer queries. **Bot and Chat Support** * Monitor bots on sales channels, answer customer questions, and perform required actions within the platforms to maintain the company’s positive reputation. **Phone Support** * Handle calls regarding low-complexity issues, resolving inquiries or appropriately routing them. **CRM Management** * Access the Sysemp system (CRM tab), review open cases, and proceed with follow-up or closure as appropriate per case. * Ensure complete, accurate, and procedure-compliant records. **Requirements** * Experience in customer service, customer support centers (SAC), or marketplace operations. * Strong verbal and written communication skills. * Organizational skills and attention to detail. * Ability to follow scripts and procedures. * Familiarity with marketplace platforms is a plus. * Basic knowledge of CRM systems and digital tools. **Recommended Behavioral Competencies (for Solides)** * Attention to detail * Communication * Organization * Agility * Solution orientation * Adaptability * Teamwork **Function Objective** Ensure a positive customer experience by promptly and accurately resolving issues, maintaining the company’s strong reputation across platforms, and contributing to the efficiency of support processes.