Especialista Suporte de Atendimento

Accountabilities

• Back-office operations: Process offline back-office requests related to sales contracts for voice and data products, ensuring that each case is handled accurately and efficiently.
• Contract validation: Verify product offers, customer signatures, and contractual information before registering negotiations in the relevant legacy systems.
• Customer and sales support: Handle requests through internal systems and email, using phone communication when necessary to clarify information and resolve outstanding issues.
• Critical case management: Investigate and process critical sales-related cases originating from retail stores, ensuring appropriate follow-up and timely resolution.
• Contractual assistance: Identify questions, inconsistencies, and potential issues in product contracts, providing the necessary support to facilitate accurate processing.
• Customer experience: Maintain a customer-focused approach throughout the resolution process, demonstrating empathy, professionalism, and clear communication.
• Information management: Ensure that customer records, contract details, and negotiation information are correctly reviewed, updated, and documented.
• Problem-solving: Analyze requests, identify the root cause of issues, and apply appropriate solutions while following established procedures.
• Service quality: Follow operational guidelines and quality standards to support consistent outcomes, reduce processing errors, and improve customer satisfaction.
• Team collaboration: Work collaboratively with colleagues and relevant teams to resolve complex cases, clarify information, and maintain efficient back-office workflows.

Requirements

• Minimum age: At least 18 years old.
• Education: Completed high school education.
• Professional experience: Previous experience in customer service and back-office operations.
• Communication skills: Strong verbal and written communication, with the ability to explain information clearly and interact professionally.
• Computer skills: Familiarity with Microsoft Office tools and good typing skills.
• Analytical thinking: Ability to review information, identify inconsistencies, investigate issues, and make sound decisions.
• Customer orientation: Empathy, patience, and a commitment to providing personalized, human-centered service.
• Problem-solving: Ability to resolve requests efficiently, manage conflicts constructively, and maintain a positive attitude in challenging situations.
• Assertive communication: Confidence in communicating findings, requesting clarifications, and managing expectations appropriately.
• Organization and attention to detail: Ability to manage multiple requests, follow procedures, and maintain accurate records.
• Adaptability: Willingness to work in a structured operational environment with defined service standards, targets, and deadlines.
• Remote training requirements: Access to a desktop computer or laptop to participate in the home-office training program.
• Location accessibility: Ability to access the operational base in São Caetano do Sul, São Paulo, when required.