Customer Experience Assistant

Description

Job Summary: The professional will be responsible for providing multichannel customer service, ensuring a positive customer journey, managing requests, complaints, and inquiries, and supporting indicator analysis and departmental reporting. Key Highlights: 1. Multichannel customer service and primary point of contact with customers 2. Management and forwarding of customer requests and complaints 3. Support in indicator analysis and report preparation Serve customers through the company's various communication channels (phone, WhatsApp, e\-mail, social media, etc.), acting as the primary point of contact between the customer and the company. Responsible for delivering a positive customer experience with Santa Helena, understanding customer needs, and ensuring appropriate routing of requests, complaints, suggestions, and inquiries to relevant internal departments. After collecting necessary information, provide clear and timely feedback to the customer. Support monitoring and analysis of departmental indicators to contribute to performance improvement, as well as maintaining daily SAC reports and dashboards. **Responsibilities and Duties** **What You’ll Do Here:** * Provide customer service via available channels (phone, WhatsApp, e\-mail, social media, etc.); * Monitor comments and mentions of Santa Helena products on social media, identifying potential complaints or brand-related feedback; * Record, analyze, and forward customer requests, complaints, suggestions, and inquiries to responsible departments (Production, Innovation, Sales, etc.), ensuring follow-up responses to customers; * Maintain control and follow\-up on all service interactions, tracking cases until resolution, contributing to service continuity and optimization; * Support root cause analysis of complaints jointly with Quality and Production departments; * Lead periodic meetings with factory managers to present and discuss complaints received via SAC; * Possess in-depth knowledge of company products, services, departments, and applicable Consumer Protection Code regulations; * Prepare periodic reports (daily and monthly) documenting incidents, resolutions, and other customer service-related information to support decision-making; * Assist with administrative tasks in the department, including customer registrations; * Compile and analyze departmental data and indicators (KPIs), generating reports that demonstrate trends in complaint rates and product quality; * Route complaints to the responsible person for investigation coordination; * Internally segregate products for customer replacement; * Process customer refunds where applicable; * Ensure departmental activities comply with legal requirements and internal data security and privacy policies; * Report any issues related to Quality Management Systems, Food Safety, Environmental, Occupational Health and Safety systems to the direct supervisor; * Support other departmental activities, seeking immediate supervisor assistance whenever necessary. **Requirements and Qualifications** **What We’re Looking For:** * Completed High School education * Prior experience in customer service, SAC, or related areas. * Knowledge of multichannel service routines (phone, e\-mail, WhatsApp, social media, etc.). * Experience recording and tracking customer tickets, complaints, and requests. * Knowledge of preparing and analyzing customer service reports and indicators (KPIs). * Intermediate proficiency in Spreadsheets (Google Sheets) * Experience with customer service management systems (CRM or SAC platforms) is considered a plus. **Additional Information** **Our Benefits:** Meal Voucher On-site meals; Health Insurance \- Unimed Dental Insurance \- Unimed Life Insurance Zenklub Pharmacy Benefit Profit Sharing (PLR) Private Pension Plan Employee discount on company products Wellhub Present in the market since 1942, Santa Helena is Brazil’s largest peanut-based food manufacturer. When it comes to peanuts, we are the national benchmark! We strive to create emotional memories and enrich moments of togetherness with great taste and fun. Simplicity, respect for diversity, commitment to results, and dedication to customer and consumer satisfaction are some of the ingredients comprising our 80+ years of history. Magic recipe? The secret lies in our team’s commitment to delivering a differentiated experience through tasting the delights of our brands. And what strong brands we have! It’s impossible to think of peanut candies without remembering our beloved Paçoquita. Mendorato stands for Japanese-style peanuts and tradition. Crokíssimo, Amindus, and Cuida Bem also form part of our portfolio, adding flavor to family and friends’ gatherings. We pursue continuous improvement with a focus on quality, and our challenge is to bring the best of peanuts to more and more people. To learn more about us, visit our website and social media channels.