Customer Experience Specialist (ID: 710704)

PERSOL; Região Norte; Presencial; BRL 36 000 - 60 000; Tempo integral

Resumo da oferta

PERSOL in Brazil is seeking a Customer Experience Specialist to handle inquiries, complaints, and feedback across channels. You will coordinate with internal teams and maintain detailed records of interactions and outcomes.

You will monitor open cases, analyze customer feedback, and build strong relationships to improve satisfaction, while preparing routine reports for management and ensuring policy compliance.

Qualificações

• Diploma or degree in Business Administration, Customer Service, Communications, or a related field.
• Relevant experience in customer service or customer experience, or a similar role.
• Good problem-solving, complaint-handling, and conflict-resolution abilities.
• Customer-focused mindset with a professional and positive attitude.
• Proficient in Microsoft Office and customer service systems or CRM tools.
• Strong organizational skills and attention to detail.
• Ability to work independently and collaboratively with cross-functional teams.

Responsabilidades

• Handle customer inquiries, requests, complaints, and feedback through appropriate communication channels.
• Coordinate with internal departments such as sales, operations, logistics, or finance to resolve customer concerns effectively.
• Maintain accurate records of customer interactions, complaints, actions taken, and outcomes.
• Monitor and follow up on open cases to ensure issues are resolved within agreed timelines.
• Gather and analyze customer feedback to support continuous improvement initiatives.
• Build and maintain positive relationships with customers to strengthen satisfaction and loyalty.
• Prepare regular reports on customer issues, service performance, and trends for management review.
• Ensure compliance with policies, service standards, and relevant procedures.
• Support order processing, service delivery coordination, and after-sales follow-up where required.
• Handle customer complaints and work with internal team to investigate root causes and provide solutions or corrective action within the time limits and follow up to ensure resolution.
• Participate in night calls if any with headquarters as required.
• Perform ad-hoc duties as assigned by supervisor.

Conhecimentos

Customer service

Problem solving

CRM tools

Microsoft Office

Organizational skills

Cross-functional collaboration

Formação académica

Bachelor's degree in Business Administration

Diploma or degree in related field

Ferramentas

CRM tools

Microsoft Office

Descrição da oferta de emprego

Responsibilities:

• Handle customer inquiries, requests, complaints, and feedback through appropriate communication channels.

• Coordinate with internal departments such as sales, operations, logistics, or finance to resolve customer concerns effectively.

• Maintain accurate records of customer interactions, complaints, actions taken, and outcomes.

• Monitor and follow up on open cases to ensure issues are resolved within agreed timelines.

• Gather and analyze customer feedback to support continuous improvement initiatives.

• Build and maintain positive relationships with customers to strengthen satisfaction and loyalty.

• Prepare regular reports on customer issues, service performance, and trends for management review.

• Ensure compliance with policies, service standards, and relevant procedures.

• Support order processing, service delivery coordination, and after-sales follow-up where required.

• Handle customer complaints and work with internal team to investigate root causes and provide solutions or corrective action within the time limits and follow up to ensure resolution.

• Participate in night calls if any with headquarters as required.

• Perform ad-hoc duties as assigned by supervisor.

Requirements:

• Diploma or degree in Business Administration, Customer Service, Communications, or a related field.

• Relevant experience in customer service or customer experience, or a similar role.

• Good problem-solving, complaint-handling, and conflict-resolution abilities.

• Customer-focused mindset with a professional and positive attitude.

• Proficient in Microsoft Office and customer service systems or CRM tools.

• Strong organizational skills and attention to detail.

• Ability to work independently and collaboratively with cross-functional teams.