Logistics Assistant

Description

Job Summary: This position supports customers before and after sales, ensuring accurate communication and proper registration of requests to achieve customer satisfaction. Key Highlights: 1. Multichannel customer service (platform, phone, email) 2. Management and tracking of product return processes 3. Rapid resolution of complaints and mediations to maintain reputation JOB OBJECTIVE: Provide support for pre-sales and post-sales customer service, ensuring accurate communication, registration, and forwarding of requests to achieve customer satisfaction and maintain the company's positive image. RESPONSIBILITIES: * Handle customer inquiries via service platform, telephone, or email; * Provide information regarding orders, delivery timelines, and order status; * Ensure all interactions include appropriate tags and all necessary information for generating service reports; * Prepare reports on completed customer service interactions; * Address complaints and mediations promptly, leaving no messages unresolved at the end of each day; * Handle complaints and mediations arising from delayed receipt or unshipped orders, assisting the operations assistant; * Assess whether complaints and mediations affecting reputation are valid; if not, request Mercado Livre to remove the reputational impact; * Guide customers regarding product warranty support; * Inform the logistics coordinator about cases potentially leading to legal proceedings and forward such cases for appropriate handling; * Manage and track the entire product return and FULL pickup process—from initiating the return offer through receipt of the product at the logistics operator’s distribution center; * Support the logistics operator in receiving returns, advising whether returned items are fit for resale or require transfer to the warranty department; * Request refunds from the sales platform within the stipulated timeframe