Representante de atendimento ao cliente (Marketing Digital)

Modelo de contratação : CLT. Modelo de atuação : Presencial em Curitiba (PR).The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.

Necessário possuir Inglês nível B2 ou superior.Responsabilities : Do support process by managing transactions as per required quality standards Fielding all incoming help requests from clients via telephone and / or emails in a courteous manner.

Document all pertinent end user identification information, including name, department, contact information and nature of problem or issueUpdate own availability in the RAVE system to ensure productivity of the process.

Record, track, and document all queries received, problem- solving steps taken and total successful and unsuccessful resolutions.

Follow standard processes and procedures to resolve all client queries.Resolve client queries as per the SLA’s defined in the contract Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients Identify and learn appropriate product details to facilitate better client interaction and troubleshooting.

Document and analyze call logs to spot most occurring trends to prevent future problems.Maintain and update self-help documents for customers to speed up resolution time.

Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution. Ensure all product information and disclosures are given to clients before and after the call / email requests Avoids legal challenges by complying with service agreements.

Deliver excellent customer service through effective diagnosis and troubleshooting of client queries.Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions.

Assist clients with navigating around product menus and facilitate better understanding of product features Troubleshoot all client queries in a user-friendly, courteous and professional manner.

Maintain logs and records of all customer queries as per the standard procedures and guidelines.Accurately process and record all incoming call and email using the designated tracking software.

Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business.

Organize ideas and effectively communicate oral messages appropriate to listeners and situations.Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract / SLAs.

Build capability to ensure operational excellence and maintain superior customer service levels of the existing account / client.

Undertake product trainings to stay current with product features, changes and updates.Enroll in product specific and any other trainings per client requirements / recommendations.

Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client.BenefíciosVale refeição ou alimentação (R$ 925,00)Assistência médica e odontológicaSeguro de VidaAuxílio CrecheVale TransporteParticipação nos LucrosLicenças maternidade e paternidade estendidasGymPassGinástica laboralOportunidades de capacitação, certificações, programas de línguas e parcerias com escolas de idiomas e universidadesAcesso a plataformas internas de educação corporativa, com 10.

000 treinamentos e Udemy, com 40.000 treinamentos técnicos, com certificados reconhecidos mundialmenteDescontos para compras e cursos em rede de parceirosPalestras e workshops : incentivo à saúde e bem-estar, oficinas de carreira, plano de desenvolvimento profissional e de liderançaPrograma de Reconhecimento por tempo de empresa : comemoração com certificado + pontos no programa Círculo de Vencedores