Assist customer experience

Description

Job Summary: Customer service professional responsible for guiding the customer journey, ensuring excellence, managing complaints, and proposing continuous improvements. Key Highlights: 1. Focus on quality and customer experience 2. Continuous development of customer experience 3. Analysis and resolution of complaints Description: * Completed high school; undergraduate studies in Administration, Logistics, Human Resources, Communication, or related fields preferred (in progress or completed) * Prior experience in customer service, customer experience, call centers (SAC), or similar areas is desirable * Proficiency in Microsoft Office suite * Ability to work efficiently with customer service systems and incident registration tools * Capacity to work with basic customer service and quality metrics * Strong verbal and written communication skills; ability to analyze requests and complaints; organizational skills and sense of responsibility when handling and validating documents; collaborative mindset; proactivity, empathy, sense of urgency, and customer orientation * Availability for hybrid work in São Bernardo do Campo, with three days per week onsite * Strategically and holistically manage the entire customer journey; ensure excellent service with a focus on quality * Maintain ongoing communication with internal departments across the organization * Drive continuous improvement of customer experience and internal processes * Deliver positive customer experiences via phone and email, providing accurate guidance on timelines, procedures, and incident status, ensuring clear, concise, and efficient communication * Manage and analyze complaints and/or requests promptly and with urgency, offering personalized solutions * Record all interactions in detail within the system to ensure full traceability of all cases and maintain data for future use * Promote customer satisfaction surveys and ensure participation rates * Participate in forums to jointly analyze results and propose continuous improvement actions / alternatives for the customer journey * Analyze all types of complaints and identify their causes and root causes * Receive, validate, and handle customer documents * Communicate with other business units across the company to obtain necessary information for customer service * Monitor and analyze key performance indicators to propose and implement improvement actions. 2512250202491935345