Analista de Costumer Service Pleno

The Customer Service Representative is a customer service role at the company and serves as the main point of contact for our internal sales team and external customers. The ultimate goal in this role is to provide excellent customer service to both internal and external customers, which requires a fine balance of customer needs and expectations with company policy and procedures.

Our Customer Service Representatives not only represent the voice of the company, but also serve as a platform to educate our customers and promote the company by creating opportunities to upsell, cross-sell and serve as a concierge of resources. In addition to being customer-facing, this role works with various stakeholders, including Sales, Finance and Marketing, to create an overarching approach to best-in-class customer service.

Key Responsabilities:

• As customer issues arrive, take ownership of concern(s) and resolve them within Key Performance Indicators (KPIs) and, when necessary, coordinate activities with other departments to ensure complete customer satisfaction;
• Identify and process invoice corrections;
• Support reduction in the amount of invoice disputes, working with finance, commercial and Supply Chain / Logistics;
• Process credit / debit memos to correct internal issues affecting customer’s payments;
• Approach customer concerns with an owner mindset to identify the root cause and communicate with key stakeholders to avoid similar concerns;
• Accurate and timely reporting of Day-In-The-Life reports to ensure the order to payment process is fulfilled;
• Assist with other areas of the business as required, including back-up support for other team members when necessary;
• Communicate frequently with management to provide updates of account progress, product and range development, and escalation of issues or concerns;
• Approach to making recommendations and implementing improvements to existing processes;
• Actively participate in relevant meetings to identify ways we can improve the service we offer to internal and external customers;
• Create open lines of communication via e-mail with Account Managers to enable complete visibility of key customer issues.

Inglês - Nível Avançado e Inglês - Nível Fluente

Requirements:

• Gratuated or Graduation in course
• Advanced or Fluent English
• Living in São Paulo
• Professional communication skills – Should be able to communicate with peers, customers and vendors both verbally and via e-mail in a respectful and friendly manner
• Active listening skills – Ability to ask probing questions, understand concerns and overcome objectives
• Ability to build relationships by phone and e-mail
• Ability to work in a fast-paced environment – Should be able to multi-task with proven follow-through and adherence to changing priorities and deadlines
• Attention to detail - Should be able to complete accurate data entry tasks
• Action orientated - Should be able self-start and follow up on feedback to ensure positive outcomes with a willingness to learn
• Collaborative team player - Should be able to establish solid working relationships with stakeholders with a friendly disposition and high energy
• Desire to challenge current processes for improvement