Junior Customer Service Analyst

Description

Job Summary: The professional will provide inbound customer service through multiple channels, track orders, resolve incidents, and mediate communication to ensure customer satisfaction. Key Highlights: 1. Multichannel customer service and issue resolution 2. Mediation of communication between customers and internal departments 3. Customer retention efforts and identification of process improvements **Education** * Completed or currently pursuing a bachelor's degree (preferably in Administration, Marketing, Communications, Advertising, or related fields); **Skills and Knowledge** * Customer service or Customer Service training courses * CRM system experience * Familiarity with help desk support tools * E-commerce platform knowledge (preferred) **Main Responsibilities** * Provide inbound customer service via multiple channels (phone, WhatsApp, email, and chat), clarifying inquiries regarding orders and products. * Track orders in the system, verifying status, production deadlines, order picking, shipping, and delivery. * Resolve incidents such as delays, product discrepancies, damages, missing items, and billing errors. * Mediate communication between customers and internal departments (logistics, production, finance, technical support, and sales) to ensure timely and effective solutions. * Support exchange, return, cancellation, and reshipment processes according to company policies. * Monitor resolution timelines to ensure compliance with SLAs and maintain high customer satisfaction levels. * Contribute to customer retention by delivering empathetic, clear, and solution-oriented service. * Identify recurring issues and propose improvements to processes, products, and customer communications. * Maintain organized and updated customer records, order histories, and service logs. **Benefits** * Partnerships with educational institutions (universities, schools, and language schools) * Health insurance (50% covered by the company for employees and dependents) * Dental insurance * Commuter allowance or chartered transportation * Attendance bonus * On-site meals * Wellhub (Gympass) * Profit Sharing Program (PPR) * Group life insurance * Daycare assistance for mothers * Facilitated payroll-deductible loans * Christmas bonus Employment Type: Permanent (CLT) Salary: R$2.300,00 - R$2.500,00 per month Screening Question(s): * What is your expected salary? Work Location: On-site