Customer Service Supervisor responsible for call center operations, coaching agents, and ensuring compliance. Leading a team of up to 12 employees and optimizing service delivery operations.
About the role
- Assist customer inquiries via online platforms at Decathlon, a top sports retail company. Engage in post-sale support and aid in product purchasing processes.
Responsibilities
- Provide post-sale support through online channels (WhatsApp and live chat), resolving questions, complaints and requests quickly and effectively, demonstrating empathy and a commitment to finding a solution;
- Assist customers during the purchasing process by providing detailed information about products and services, including features, prices and availability;
- Help customers complete purchases or online payments, ensuring a smooth and secure experience;
- Identify and leverage upsell and cross-sell opportunities during interactions;
- Provide support through offline channels such as email, social media and seller platforms;
- Accurately record all customer interactions in the company's tools and systems, ensuring proper follow-up and traceability;
- Stay continuously updated on the company's products, services and policies to provide accurate and current information;
- Achieve established targets such as average response time, customer satisfaction (CSAT) and first-contact resolution (FCR).
Requirements
- Availability to work in a hybrid model (4 days per week working from home and two days in-person at our office on Avenida Paulista — São Paulo/SP);
- High school diploma or currently enrolled in higher education;
- Basic to intermediate knowledge of Microsoft Office;
- Experience in customer service via online channels (WhatsApp and live chat);
Benefits
- 💰 DecaPack: Monthly compensation, transportation voucher, meal voucher or food voucher, medical and dental assistance, Dra. Decah (nutritional and sports coaching, telepsychology and telemedicine), life insurance, pharmacy assistance (Epharma), monthly awards, and profit-sharing.
- 💻 Hybrid work: Three days working from home per week.
- 👶 Parents and future athletes: Extended maternity leave (180 days) and extended paternity leave (20 days).
- 💙 Passion for sport: Sports allowance (Gympass or TotalPass) and a 30% discount on Decathlon’s own-brand products.
- ⏳ For your future: Equity participation and a private pension plan.
- 🎓 Corporate university for training and development of our team.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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