Customer Care Specialist assisting diverse clients with Skello software support and solutions. Ensuring customer satisfaction through excellent service and team collaboration in the Spanish market.
About the role
- Customer service analyst responsible for enhancing client experience and managing operational support tasks. Focusing on efficient interactions across several communication channels and process optimization.
Responsibilities
- Guide customers and encourage digital self-service – explain how to use self-service tools to promote the digital journey and reduce contact volume.
- Administrative support and ticket monitoring – support the sales team with administrative routines, collect customer satisfaction surveys (NPS), and track open tickets, keeping customers informed about progress.
- Identify process failures, update data and ensure compliance – report inconsistencies in processes and systems, verify the integrity of customer records, and stay updated on policies, campaigns and new products.
- Multichannel support for customers, resellers and the sales team – provide second-level (L2) support via phone, chat, email or WhatsApp, ensuring channel availability and prompt assistance for incoming requests.
- Record and detail interactions – fully document interactions in the ServiceNow platform, correctly classify reasons and detail incidents to ensure traceability and generate performance indicators.
- Apply scripts and quality checklists – strictly follow service scripts and standards defined by supervision to ensure standardized, technically accurate and brand-aligned communication.
- Support customers and the commercial area – provide swift, collaborative support to customers and the sales team, ensuring accurate solutions and a positive experience.
- Modify orders – make order changes with precision, keeping customers and internal teams informed and preventing rework.
- Open and resolve tickets – log, monitor and resolve tickets according to priorities, ensuring efficiency and customer satisfaction.
- Governance and report control to guarantee SLA compliance – monitor indicators and reports to ensure SLA fulfillment and process consistency.
- Seek improvements and solutions – identify optimization opportunities, propose solutions and implement actions that increase efficiency and service quality.
- Reporting and presentation of indicators – consolidate data and present results to management, supporting strategic decisions and performance monitoring.
Requirements
- Bachelor's degree in Administration, Marketing, Engineering or related fields.
- Experience with SAP.
- Experience with CRM platforms.
- Intermediate Microsoft Office: Excel, PowerPoint.
- Commercial/business-oriented profile.
- Intermediate Power BI.
Benefits
- Work schedule: Hybrid (3 days per week on-site in Joinville).
- Flexible hours.
- Meal voucher.
- Year-end gift.
- Health insurance.
- Dental plan.
- Life insurance.
- Private pension plan.
- Wellhub (formerly Gympass).
- Birthday day off.
- Family-friendly company: extended maternity and paternity leave.
- Discounts on our products.
- Annual bonus (profit sharing).
- Up to 50% discounts on medications.
- Health and wellness programs.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
Customer Care role providing support and guidance for clients using Skello's SaaS product. Collaborating with various teams to improve customer satisfaction and product experience.
Retail Sales Consultant at Telstra delivering outstanding customer service and consulting on telecommunications products. Engaging with a diverse customer base to enhance their experience.
Supervise customer service operations at Grupo Tigre. Oversee team performance, customer experience metrics, and effective training.
Operations & Customer Experience Specialist engaging with Livom Group customers in a hybrid role. Collaborating across various departments and enhancing customer experiences.
Application Specialist II at Vista supporting cinema software and enhancing communication skills. Involves installing, configuring, and supporting software for cinemas across North America.
Customer Service Representative advising students in learning languages via phone, chat, and email at EF Education First. Motivating students and guiding them through the online school experience from Barcelona.
Customer Service Manager overseeing the strategic development of client support operations in Mainz. Leading teams and ensuring high - quality service delivery to customers within a hybrid work environment.
Coordinator of Sales Steering Imports at Hapag - Lloyd driving customer performance and satisfaction through effective sales steering efforts. Collaborating closely with Trade Management for business opportunities and customer service.
Customer Care Representative for MTM Health supporting customers through inbound calls. Utilizing empathy and accuracy to manage 60 - 80 calls daily while working on - site at Norton, VA.