Junior Customer Service Operator (Temporary)

Description

We are looking for people driven by innovation, who seek creative solutions and new perspectives, who keep the customer at the center of their focus, and who understand that curation and shared knowledge are the best ways to build trust-based relationships. Do you see yourself in this description? Then Víssimo is the place for you. Join our team! **Responsibilities and duties** **As a Customer Service Operator, you will:** * Handle our customers via phone, email, or chat, ensuring they have the best and most extraordinary experience, acting as the interface with Evino or Grand Cru brand customers; * Relentlessly pursue agile and empathetic solutions to customer issues; * Consult and use reference materials on customer service processes available in our systems; * Generate insights for the Customer Experience team, helping us deliver the best customer service possible; * Interact with and enrich our customer service systems with data—such as using response macros, internal observations, and ticket classification; * Monitor key performance indicators such as AHT, AWT, ATR, Abandonment Rate, CSAT, FCR, etc., to improve daily performance. **Requirements and qualifications** **To succeed in this role, we expect you to:** * Be organized, proactive, and full of energy; * Possess an owner’s mindset to act autonomously while enjoying collaborative work; * Enjoy working with people and demonstrate excellent interpersonal skills; * Come ready to make things happen; * Have strong communication skills; * Have basic knowledge of office software suite applications; * Have basic understanding of customer service metrics: AHT, AWT, ATR, Abandonment Rate, CSAT, FCR, etc.; * Have basic familiarity with customer service platforms such as Zendesk, Zopim, 55Pbx, or Twilio; * Bring the mindset that the customer’s problem is our problem. **All positions are open to people with disabilities (PwD)** **At Víssimo’s selection processes, no distinction is made based on gender, sexual orientation, religion, belief, socioeconomic status, or race.** **Additional information** **Here, you’ll find:** * Space to create and collaborate with the team, bringing your unique personality and proven expertise from previous experiences; * Benefits including: Meal/food allowance, medical and dental assistance, pharmacy plan, pet insurance, Wellhub, birthday day off, discounts at Wine Locals, Creditas, and discount club for Evino and Grand Cru products; * 100% remote work schedule (Monday to Saturday); * Monthly All Hands meeting: informal chat with our CEO and directors; **Where are we located?** **Rua Bela Cintra, 986 – 8th floor – Consolação – SP** **Follow us on social media:** * Instagram: @Vissimogroup | @evino | @grandcruvinhos * https://www.linkedin.com/company/vissimo-group/ linkedin.com/company/evino / linkedin.com/company/grand-cru-importadora-ltda/ * facebook.com/evino / facebook.com/grandcruvinhos * Twitter: @evino * youtube.com/evino / youtube.com/c/grandcru / Víssimo Group is a blend of two well-known wine market brands: Evino and Grand Cru. Together, they aim to win hearts and celebrate palates of everyone who wants to fully embrace wine—and life. The group was founded in early 2022, following Evino’s acquisition of 100% of Grand Cru’s operations. This union between two market-leading brands enables Víssimo Group to offer Brazil’s largest and most qualified portfolio of national and imported wines. The holding company operates across franchises, proprietary stores, live commerce, mobile apps, e-commerce, subscription clubs, and distribution to top-tier restaurants, hotels, bars, gourmet shops, and supermarkets. The Víssimo Essence—expressed through beliefs, purpose, aspirations, and principles—guides our daily actions. Thus, we strive to deliver enjoyable and memorable experiences with beverages and food, enriching people’s lives and sharing unique knowledge about the world of fine dining. **If you identify with our way of celebrating, come toast this story with us!**