Customer Support Specialist providing technical support for vending machines and payment issues. Handling inbound customer communications and ensuring a professional response with attention to detail.
About the role
- Customer service analyst responsible for enhancing client experience and managing operational support tasks. Focusing on efficient interactions across several communication channels and process optimization.
Responsibilities
- Guide customers and encourage digital self-service – explain how to use self-service tools to promote the digital journey and reduce contact volume.
- Administrative support and ticket monitoring – support the sales team with administrative routines, collect customer satisfaction surveys (NPS), and track open tickets, keeping customers informed about progress.
- Identify process failures, update data and ensure compliance – report inconsistencies in processes and systems, verify the integrity of customer records, and stay updated on policies, campaigns and new products.
- Multichannel support for customers, resellers and the sales team – provide second-level (L2) support via phone, chat, email or WhatsApp, ensuring channel availability and prompt assistance for incoming requests.
- Record and detail interactions – fully document interactions in the ServiceNow platform, correctly classify reasons and detail incidents to ensure traceability and generate performance indicators.
- Apply scripts and quality checklists – strictly follow service scripts and standards defined by supervision to ensure standardized, technically accurate and brand-aligned communication.
- Support customers and the commercial area – provide swift, collaborative support to customers and the sales team, ensuring accurate solutions and a positive experience.
- Modify orders – make order changes with precision, keeping customers and internal teams informed and preventing rework.
- Open and resolve tickets – log, monitor and resolve tickets according to priorities, ensuring efficiency and customer satisfaction.
- Governance and report control to guarantee SLA compliance – monitor indicators and reports to ensure SLA fulfillment and process consistency.
- Seek improvements and solutions – identify optimization opportunities, propose solutions and implement actions that increase efficiency and service quality.
- Reporting and presentation of indicators – consolidate data and present results to management, supporting strategic decisions and performance monitoring.
Requirements
- Bachelor's degree in Administration, Marketing, Engineering or related fields.
- Experience with SAP.
- Experience with CRM platforms.
- Intermediate Microsoft Office: Excel, PowerPoint.
- Commercial/business-oriented profile.
- Intermediate Power BI.
Benefits
- Work schedule: Hybrid (3 days per week on-site in Joinville).
- Flexible hours.
- Meal voucher.
- Year-end gift.
- Health insurance.
- Dental plan.
- Life insurance.
- Private pension plan.
- Wellhub (formerly Gympass).
- Birthday day off.
- Family-friendly company: extended maternity and paternity leave.
- Discounts on our products.
- Annual bonus (profit sharing).
- Up to 50% discounts on medications.
- Health and wellness programs.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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