Customer Experience Agent handling inquiries for German - speaking customers in a hybrid role. Involves online communications, customer service, and complaint handling across various channels.
About the role
- Customer Success Assistant enhancing client engagement and satisfaction for a top medical equipment manufacturer in Brazil. Organizing data and managing client communications efficiently.
Responsibilities
- Assist in executing direct customer relationship activities, strengthening positive ties with the brand;
- Manage the daily schedule of outbound and inbound contacts, ensuring organization and consistency in service;
- Organize customer databases in tools such as Salesforce, PipeDrive, and spreadsheets, keeping information current and consistent;
- Send NPS and CSAT surveys to track responses and support feedback analysis;
- Monitor customer satisfaction, identifying improvement opportunities and potential risks of dissatisfaction;
- Support the management of customer service requests (SAC), maintaining up-to-date records of openings, follow-ups, and closures;
- Contribute to positive and delightful customer experiences, highlighting product and service differentiators;
- Assist in preparing monthly reports and presentations of results, organizing relevant information;
- Support internal and external client requests, assisting with scheduling for Consultants and optimizing processes;
- Support customer-related logistics processes, such as collection and delivery of materials;
- Assist in interactions with clients and consultants by performing routine contacts, sending communications, and coordinating operational alignments.
Requirements
- Strong verbal and written communication skills, with the ability to handle proactive (outbound) and receptive (inbound) customer contacts
- Time management and task prioritization skills, maintaining service quality
- Basic knowledge of spreadsheets and reporting in Excel/Google Sheets
- Experience with satisfaction surveys and NPS is a plus
- Experience with CRM tools (Salesforce/PipeDrive) is a plus
Benefits
- Bradesco Health Plan
- SulAmérica Dental Plan
- Transportation Allowance / Ticket Car
- Basic groceries allowance (Cesta Básica) of R$ 519.75/month
- Daily meal voucher (Ticket Refeição) of R$ 31.20
- Partnerships with SESI, SESC and WEX
- Holiday/Christmas gift kit
- 'Dia da Cigarra' (company benefit day)
- Birthday of the Month recognition
- Education allowance of R$ 317.25/month
- 'Família mais Tranquila' program
- 'Família mais Inclusiva' program
- 'Legado CM' program
- Profit-sharing (PLR)
- 'Só Alegria' program
- Psicologia Viva (mental health platform)
- 'Meu Momento' program
- Wellhub (Gympass)
- Home office allowance
- Group life insurance
- Bullla card
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