Administrative Assistant/Office Manager overseeing daily office operations, supporting executives at Primetals Technologies in Alpharetta, GA. Requires strong organizational skills and proficiency in Microsoft Office Suite.
About the role
- Assistente Administrativo handling multichannel customer support for Grupo Tigre in a hybrid work setup. Responsibilities include service management and client communication across various platforms.
Responsibilities
- Multichannel support for customers, resellers and the sales team – Provide first-level support (phone, chat, email or WhatsApp), ensuring channel availability and immediate assistance for incoming requests.
- Logging and detailing interactions – Fully record interactions in ServiceNow, correctly classify reasons and document occurrences to ensure traceability and generate performance indicators.
- Order, lead time and inventory information – Provide updates on order status, delivery times and stock availability through system consultation, aiming for immediate resolution and reduced repeat contacts.
- Use of scripts and quality checklists – Strictly follow predefined service scripts and standards set by supervision to ensure consistent, professional and brand-aligned communication.
- Triage and escalation of complex cases – Escalate requests to Level 2 with a complete history and supporting evidence to facilitate diagnosis and resolution by specialist teams.
- Customer guidance and promotion of digital self-service – Explain how to use self-service tools, encouraging the digital journey and reducing contact volume.
- Administrative support and protocol tracking – Assist the sales team with administrative tasks, collect satisfaction surveys (NPS) and monitor open tickets, keeping customers informed about progress.
- Identification of failures, data updates and compliance – Report process and system inconsistencies, verify the integrity of customer records, and stay updated on policies, campaigns and new products.
Requirements
- High school diploma.
- Previous experience in customer service.
- Familiarity with ticketing/case management systems and sales support routines.
- Experience in conflict resolution.
- Familiarity with SAP.
- Knowledge of Customer Experience methodologies, service scripts and L1/L2 concepts.
- Basic Microsoft Office: Excel, PowerPoint, Word.
- Currently pursuing a degree in Business Administration, Marketing or related fields (preferred).
Benefits
- Work arrangement: Hybrid (3 days per week on-site in Joinville).
- Flexible working hours.
- Meal allowance.
- Year-end gift.
- Health insurance.
- Dental insurance.
- Life insurance.
- Private pension plan.
- Wellhub (formerly Gympass).
- Birthday day off.
- Family-friendly company: extended maternity and paternity leave.
- Employee discount on our products.
- Annual bonus (profit sharing).
- Up to 50% discounts on medications.
- Health programs.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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