Hybrid Customer Support Agent III – E-commerce, Apparel – Seasonal

at XOSI HomeAgent

• Job title: Customer Support Agent III – E-commerce, Apparel – Seasonal
• 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

• Attending to customer inquiries and solutions via multiple channels for an e-commerce fashion brand. Handling returns, exchanges, and ensuring customer satisfaction through empathetic communication.

Responsibilities

• Multiskill customer support agent handling voice, ticketing, email and chat for the e-commerce channels of a portfolio of designer clothing and footwear brands;
• You will handle exchanges and returns, reversals and refunds;
• Forward complaints and compliments received to the appropriate departments;
• On all communication channels you must listen carefully to customers, engage them, conduct interactions efficiently, demonstrate empathy and understand the customer’s needs;
• On social media you will be responsible for responding to customer complaints and compliments related to our advertisements.

Requirements

• High school diploma;
• Experience in customer service for apparel/e-commerce;
• Basic knowledge of the fashion industry;
• Agility, good writing skills and clear diction;
• Experience with multichannel support – voice, chat and email;
• Ability to work remotely (home office);
• Have a suitable workspace for home office (desk, chair and quiet environment);
• Reside in São Paulo / Greater São Paulo;
• Availability to work onsite at the Vila Olímpia office when required by the company/management;
• Wired internet connection with at least 10 Mbps (do not use Wi‑Fi);
• Ability to operate multiple work platforms (Zendesk, WhatsApp, phone, chat and Microsoft Office).

Benefits

• Meal allowance (food voucher);
• Childcare assistance (children up to 24 months);
• Transportation voucher;
• TotalPass;
• Discounts on courses, university tuition and amusement parks.