$13.53/Hour | Customer Service Officer (Call Centre) | Case Management

CGP Personnel; Região Norte; Presencial; BRL 165 000 - 212 000; Tempo integral

Resumo da oferta

Cornerstone Global Partners in Woodlands is seeking a customer service coordinator to handle incoming calls and emails, address enquiries, and manage cases from initial contact to resolution with timely follow-ups.

You will coordinate contractors or internal teams, provide progress updates, record interactions in the system, escalate complex issues, and ensure compliance with procedures, KPIs and data protection.

Shift options include 7:00 AM–1:00 PM or 5:00 PM–11:00 PM.

Responsabilidades

• Handle incoming calls and emails, addressing customer enquiries, feedback, complaints and service requests professionally.
• Manage customer cases from initial enquiry to resolution, ensuring timely follow-ups and closure.
• Assess reported issues and coordinate the deployment of contractors, technicians or internal teams.
• Provide customers with updates on service progress, response timelines and follow-up actions.
• Escalate urgent or complex cases to supervisors or management when necessary.
• Accurately record customer interactions, case details and service updates in the system.
• Monitor outstanding cases and contractor responses to ensure timely resolution.
• Ensure compliance with company procedures, service standards, KPIs and data protection requirements.
• Identify recurring issues and support service improvements, audits and quality reviews.
• Perform other ad-hoc duties as assigned by management.

Descrição da oferta de emprego

Job Description

• Handle incoming calls and emails, addressing customer enquiries, feedback, complaints and service requests professionally.

• Manage customer cases from initial enquiry to resolution, ensuring timely follow-ups and closure.

• Assess reported issues and coordinate the deployment of contractors, technicians or internal teams.

• Provide customers with updates on service progress, response timelines and follow-up actions.

• Escalate urgent or complex cases to supervisors or management when necessary.

• Accurately record customer interactions, case details and service updates in the system.

• Monitor outstanding cases and contractor responses to ensure timely resolution.

• Ensure compliance with company procedures, service standards, KPIs and data protection requirements.

• Identify recurring issues and support service improvements, audits and quality reviews.

• Perform other ad-hoc duties as assigned by management.

Working Location / Hours (Shift Basis):

• Location: Woodlands

• Shift A: 7:00 AM – 1:00 PM

• Shift B: 5:00 PM – 11:00 PM

Cornerstone Global Partners (EA License Number: 19C9859) is an affirmative equal-opportunity employer and recruitment firm. We evaluate qualified applicants without regard to race, colour, religion, creed, gender, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class.