After-Sales and Warranty Assistant

Description

Job Summary: Responsible for customer service on marketplaces, analyzing and handling requests, managing RMA processes, and interacting with internal departments. Key Highlights: 1. Customer service for marketplaces (Mercado Livre and Amazon) 2. Analysis and handling of exchange and warranty requests 3. Interaction with internal departments to resolve cases **Area of Operation:** Marketplace customer service (Mercado Livre) **City:** São Paulo **State:** SP **Country:** Brazil **About the Company** Mobimax: We are exclusive distributors of premium brands in Latin America. We are directly connected via EDI with international brands, operating in Brazil since 2013 and in Mexico since 2016\. This means we are the exclusive distributor of third-party brand accessories in premium stores. **Responsibilities** * Provide customer service through marketplaces (primarily Mercado Livre, Amazon), email, WhatsApp, and telephone * Analyze and handle requests related to exchanges, warranties, defects, damages, and delays * Manage complete RMA (exchange and warranty) processes according to internal policies, manufacturer guidelines, and platform rules * Evaluate warranty cases, identifying potential misuse versus manufacturing defects * Record and track customer service interactions, ensuring timely responses within defined SLAs and deadlines * Interact with internal departments (technical, logistics, administrative, and commercial) to resolve cases * Monitor returns and ensure proper completion of related processes * Support responses to complaints and mediations on marketplaces **Requirements** * Experience in **customer service or after-sales support** * Experience in marketplace customer service (especially **Mercado Livre**) * Strong verbal and written communication skills (ability to respond to customers clearly, firmly, and professionally) * Organizational skills and attention to detail * Analytical ability to make decisions regarding exchanges and warranties **Preferred Qualifications** * Experience with ERP systems (preferably TOTVS Protheus) * Experience with technology or electronic products * Basic knowledge of the Brazilian Consumer Protection Code (CDC) * Experience managing complaints (Mercado Livre, Reclame Aqui, etc.) **Employment Model** * **Employment Type:** CLT – hybrid model (1 day per week at the São Paulo office: Rua Barão do Triunfo 73, Brooklin Paulista; remaining days remote) * **Working Hours:** Monday to Thursday, 8:00 AM to 6:00 PM (1-hour lunch break) * **Friday:** Until 5:00 PM **Benefits:** * Meal allowance – BRL 23.00 per day * Transportation allowance * Health insurance after 3 months