Customer Experience Assistant

Jobtailor; São Paulo; Presencial; BRL 30 000 - 48 000; Tempo integral

Resumo da oferta

Jobtailor in São Paulo, Brazil, is seeking a customer service professional to assist customers via chat and email, addressing questions and low-complexity requests. Training will be provided; basic MS Office and Google Sheets skills are expected.

You will follow scripts, record interactions in CRM, escalate when needed, and help manage backlogs while monitoring service metrics for leadership. This role offers full-time hours and on-site work in São Paulo.

Qualificações

• High school diploma required.
• College degree pursuit is a plus.
• No proven prior experience required.
• Experience in customer-facing roles is valued.
• Basic Excel/Sheets and CRM knowledge required.

Responsabilidades

• Assist customers via chat and email, answering questions and addressing low-complexity requests.
• Follow scripts and guidelines to resolve issues.
• Escalate cases to the Customer Experience Analyst when needed.
• Record interactions accurately in the CRM/helpdesk system.
• Support backlog management for other queues.

Conhecimentos

Customer Service

Communication

Problem Solving

Customer Support

Formação académica

High school diploma

Pursuing college degree (benefit)

Ferramentas

CRM/Helpdesk Systems

Microsoft Office

Google Sheets

Microsoft Excel

Chat Tools

Email Tools

Descrição da oferta de emprego

• Assist customers via chat and email, responding to questions, requests, and low-complexity complaints
• Identify and resolve low-complexity issues by following established scripts, procedures, and guidelines
• Escalate cases outside the defined scope to the Customer Experience Analyst
• Accurately record and categorize interactions in the CRM/helpdesk system
• Support backlog management for other customer service queues
• Identify signs of dissatisfaction or risks to the customer experience and escalat critical cases
• Monitor service metrics and communicate deviations to leadership
• Report questions, incidents, and recurring patterns to the Customer Experience Analyst/Coordination team
• Refer cases requiring multidisciplinary support to the Product, Sales, and Finance teams

Requirements

• High school diploma
• Currently pursuing a college degree is a plus
• No proven prior experience in Customer Experience required
• Experience in customer-facing roles, support, or customer relationship management is valued
• Intermediate Microsoft Office skills
• Basic knowledge of corporate chat and email, CRM/helpdesk systems, and communication tools
• Basic knowledge of Google Sheets/Microsoft Excel
• Training on the company’s systems will be provided

Core Competencies

Demonstrates strong customer service skills by effectively assisting customers through chat and email, while accurately recording interactions in CRM systems. Capable of identifying and escalating issues to ensure a positive customer experience.

Highest-signal resume keywords

• Customer Service
• CRM/Helpdesk Systems
• Microsoft Office
• Communication Tools
• Customer Relationship Management

Hard Skills

• Customer Service
• CRM/Helpdesk Systems
• Microsoft Office
• Google Sheets
• Microsoft Excel

Soft Skills

• Problem Solving
• Communication
• Customer Support

Industry Keywords

• Customer Experience
• Backlog Management
• Service Metrics

Tools & Technologies

• Chat Tools
• Email Tools