Customer Service Consultant role within Vivo's Engineering and Customer Service team analyzing operational indicators. Responsible for improving telecom service delivery and processes.
About the role
- Customer Service Analyst providing first-level support and maintaining client satisfaction in a dynamic company. Engaging with teams to resolve client inquiries and issues promptly.
Responsibilities
- Provide first-level customer support via phone or internal systems;
- Log and track requests, questions and complaints promptly and courteously;
- Perform concierge duties to handle critical issues or participant rescues;
- Maintain clear, professional communication, always prioritizing customer satisfaction;
- Open, monitor and close tickets in systems (e.g., Service Desk, Salesforce, CRM, etc.);
- Coordinate with internal departments (technical, sales, procurement, etc.) to ensure customer requests are resolved;
- Ensure SLA deadlines are met and inform customers about the progress of their requests;
- Support administrative processes related to customer service, such as sending reports, updating customer records and document control;
- Keep records of interactions, incidents and feedback up to date;
- Monitor the customer journey after delivery of services/products;
- Identify opportunities to improve customer service or internal processes that impact the customer experience;
- Generate basic performance and customer service reports (number of tickets, types of requests, resolution times, etc.);
- Assist in analyzing service metrics and propose basic improvements;
Requirements
- Bachelor's degree in Business Administration, Finance or related fields;
- Intermediate knowledge of Microsoft Office;
- Experience in Customer Service;
Benefits
- Flex Office – 2 days remote and 3 days in-office.
- Birthday day off – Your special day the way you prefer + points in our Marketplace.
- Flexible working hours – More autonomy to organize your routine.
- Health and dental insurance (SulAmérica).
- Life insurance (SulAmérica).
- Psychological counseling – Access to a platform with therapists.
- On-site massage – A moment of relaxation during your day.
- Relaxation room – To recharge your energy.
- TotalPass – Access to gyms and physical activities.
- Fresh fruit in the office – For a healthy snack during the workday.
- Flexible Meal/Food Allowance – BRL 43.64 per day.
- Childcare allowance – For children up to 5 years old.
- Commuting allowance, parking or company shuttle – Mobility guaranteed.
- Qulture.Rocks – Performance management and development platform.
- Education assistance – After 12 months with the company, we invest in your learning.
- Inspiring and disruptive culture – A dynamic, collaborative and innovative environment.
- Newborn kit – A special gift for new parents.
- Internal events and engagement activities – Company gatherings and team bonding moments.
- Exclusive benefits on special dates – Because every special moment deserves to be celebrated!
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
Client Services Coordinator managing client relationships and ensuring exceptional service standards in Romania. Engaging in high volumes of communication and resolving queries efficiently.
Fleet Client Services Specialist managing customer maintenance transactions lifecycle and providing excellent service. Automating scheduling and communicating with Field Operations to enhance customer experience.
Accountant in Marsh's Captives team ensuring compliance policies and client service excellence. Work with specialists to design captive programs aligned with organizational goals.
Client Service Associate facilitating client intakes and assigning services through VON's operating procedures. Ensuring proper scheduling, documentation, and client relations are maintained for quality care.
Client Care Specialist providing quality customer service and support at Gateway Services Inc. Building rapport and assisting customers through effective communication and organizational skills.
Client Service Associate managing connections between clients and market experts in a leading insights firm. Engaging in research, negotiation, and facilitating expert connections within a dynamic environment.
Client Services Manager at Sedgwick managing multiple client service programs and relationships. Overseeing customer satisfaction, program procedures, and team performance while ensuring growth and development opportunities.
Coordenador Serviço ao Cliente na Vivo, assegurando evolução da planta e funcionalidade dos serviços. Liderando equipe e otimização de recursos para atendimento regional em Minas Gerais.
Tax Senior Associate focusing on private clients and accounting standards at CBIZ, providing tax and advisory services. Collaborating with team members on multiple engagement assignments.