Job Summary: Customer service on digital platforms, brand reputation management, and report generation, including monitoring reviews and proposing improvements. Key Highlights: 1. Expertise in reputation management and digital customer service 2. Data analysis to enhance customer experience 3. Creation and standardization of public responses Responsibilities: * Provide empathetic and clear customer service via WhatsApp, Google Reviews, and other digital platforms * Actively manage brand reputation on channels such as Google Reviews and Reclame Aqui * Prepare periodic satisfaction and reputation reports, including critical analysis and data interpretation * Monitor reviews and respond promptly to mitigate negative impacts on ratings * Create and standardize public responses, aligning with strategy, tone of voice, and appropriate language selection * Coordinate efficiently with stores and internal departments to resolve recurring issues * Identify complaint patterns and propose process and customer experience improvements * Track performance metrics (e.g., average rating, response time, resolution rate) with a strong sense of priority Requirements: * Currently pursuing a bachelor's degree in Business Administration, Marketing, Communications, or related fields * Excellent written communication skills (essential requirement) * Basic knowledge of Excel or spreadsheet tools * Familiarity with digital channel customer service * Analytical ability to interpret data and identify improvement opportunities * Organizational skills, dynamism, and effective prioritization Preferred Qualifications: * Experience managing reviews on platforms such as Google Reviews and Reclame Aqui * Experience preparing satisfaction reports * Prior experience in customer service (SAC) or digital customer service * Knowledge of online reputation management * Experience handling customer crises
João Silva
Indeed · HR
João Silva
Indeed · HR
