Hybrid Customer Experience Assistant – Mid-level

at Atlântico

• Job title: Customer Experience Assistant – Mid-level
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: High School Diploma
• Location requirements: Hybrid, Sao Paulo, Brazil

About the role

• Customer Experience Assistant ensuring client satisfaction in various contact points. Collaborating with leadership to enhance client interaction and retention in a hybrid work environment.

Responsibilities

• Support customer relationship activities, ensuring a positive and consistent journey across all touchpoints.
• Monitor interactions, log and track tickets, collect feedback, and proactively communicate with customers.
• Assist leadership and the relationship team with KPI analysis, proposing improvements to increase customer satisfaction and loyalty.

Requirements

• Basic knowledge of customer service and customer relationship processes;
• Strong written and verbal communication skills;
• Familiarity with customer experience metrics (CSAT, CES, NPS);
• Experience with CRM, Help Desk and ticket management tools;
• Proficiency with Microsoft Office, especially Excel and Teams;
• Ability to use multiple platforms simultaneously;
• Active listening skills and the ability to interpret and respond assertively and empathetically;
• Ability to manage multiple requests and deadlines in a structured manner;
• Proactive in anticipating issues and suggesting improvements;
• Genuine focus on creating value and customer satisfaction;
• Willingness to collaborate with different areas to achieve common results;
• Comfortable with changes to processes, systems and support workflows;
• Ability to understand both what the customer expresses and what they do not express.

Benefits

• Transportation allowance (commuter benefit)
• Meal allowance
• Health insurance with co-payment (after the probationary period)
• Life insurance