Assistente Atendimento I (Marketplace Out)

Position Overview

This role, based in Brazil, offers an opportunity to assist customers throughout their digital buying experience, providing empathetic and efficient service. As part of a customer-centric team, you will be responsible for addressing marketplace inquiries and fostering positive consumer interactions.

Key Responsibilities

• Deliver customer support via marketplace channels with rapid, transparent, and customer-focused responses.
• Manage various post-sale issues including order processing, delivery updates, returns, refunds, cancellations, and exchanges.
• Assess cases following marketplace guidelines and internal protocols to guarantee accurate solutions.
• Proactively resolve issues promptly to mitigate negative impacts on store reputation and comply with defined SLAs.
• Accurately log all customer communications using internal systems and service platforms.
• Detect repetitive problems and recommend enhancements to operational workflows.
• Achieve targets related to productivity, service quality, adherence, and overall customer experience.

Qualifications and Skills

• Completed high school education; pursuing higher education is advantageous.
• Prior experience in customer service roles, especially within e-commerce or marketplace contexts.
• Excellent written and oral communication capabilities.
• Strong analytical skills for evaluating situations and making sound decisions.
• Organized with the ability to effectively prioritize tasks.
• Comfortable using digital tools, platforms, and customer service technologies.
• Proactive and collaborative personality focused on optimal customer outcomes.
• Familiarity with marketplaces like Mercado Livre, Amazon, Shopee, TikTok Shop, or equivalents is beneficial.
• Knowledge of CRM and service platforms such as Salesforce, Zendesk, or Gobots is preferred.
• Understanding customer service metrics (e.g., SLA, quality indicators, FCR, reputation, productivity) is a plus.
• Willingness to work flexible shifts based on operational requirements is preferred.

Perks and Benefits

• Comprehensive medical and dental coverage.
• Assistance with medication costs.
• Health support extended to family members.
• Access to free psychotherapy sessions and telemedicine services.
• Programs for flu vaccinations and health promotion.
• Meal vouchers or access to on-site dining options according to work arrangement.
• Food allowances and holiday food benefits.
• Participation in fitness and wellness initiatives, including gym and studio access.
• Support for remote work logistics when applicable.
• Optional pet health insurance plans.
• Paid day off on your birthday.
• Discounts on products and exclusive employee offers.
• Collaborations with stores, educational courses, fitness academies, and other services.
• Travel and lodging assistance programs.
• Childcare and family support schemes.
• Extended parental leave policies.
• Transportation and parking benefits when relevant.
• Life insurance and financial well-being programs.
• Private pension fund options.
• Consigned loan availability.