Junior Customer Operations Specialist

AirHelp; São Paulo; Híbrido; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

A leading travel assistance company based in São Paulo is seeking a Junior Customer Operations Specialist to support air passengers with their claims. The ideal candidate will possess fluent communication skills in Brazilian Portuguese and English, alongside strong problem-solving abilities. Responsibilities include managing customer interactions across multiple channels, addressing queries, and ensuring high satisfaction levels while meeting operational targets. Join a dynamic team committed to improving passenger experience and enjoy comprehensive benefits.

Serviços

Group life insurance

Food allowance

Access to Wellhub

Mindfulness platform access

Unlimited access to AirHelp Plus

Internal training programs

Qualificações

• Fluency in Brazilian Portuguese and English, with clear communication skills.
• Strong problem-solving skills necessary for resolution of customer issues.
• Genuine empathy and desire to assist customers.

Responsabilidades

• Support customers with claim handling across various channels.
• Deliver timely and accurate assistance while maintaining customer satisfaction.
• Monitor and report product issues and customer feedback.

Conhecimentos

Fluent communication in Portuguese and English

Strong problem-solving skills

Empathy and passion for helping people

Attention to detail

Multi-tasking capabilities

Patience when handling difficult cases

Descrição da oferta de emprego

Junior Customer Operations Specialist

Department: Brazilian Operations

Employment Type: Full Time

Location: São Paulo

Reporting To: Beatriz Haddad

Compensation: 3346 BRL/month + performance bonus

Description

Are you a multilingual problem solver looking forward to helping air passengers globally with their delayed, cancelled, or overbooked flights? Join our global Operations Team (25 nationalities and counting!) as a Junior Specialist in Customer Support and make a difference to air travelers while being supported by our proprietary Artificial Intelligence technology.

You’ll be the frontline hero on the Brazilian jurisdiction, supporting customers throughout their claim handling journey: assessing claims, resolving queries, and providing clear, friendly communication across email, phone, chat, and social media channels. You’ll need to master airline industry regulations and customer service excellence simultaneously.

Location: São Paulo or Greater São Paulo

What will you drive:

• Deliver timely, accurate, and empathetic support to customers via multiple channels (phone, email, WhatsApp).
• Successfully resolve customer queries and technical issues while maintaining high customer satisfaction scores.
• Apply basic legal knowledge (provided through training) to advise air travelers on their rights and claims.
• Identify customer needs and guide users through platform features and functionalities.
• Monitor, analyze, and report product issues and customer feedback to relevant teams. Maintain accurate internal databases with customer interactions and technical issues.
• Contribute to continuous improvement by sharing insights, workarounds, and feature requests with cross‑functional teams.
• Follow established procedures while achieving efficiency and quality targets.

What targets will you have:

The targets listed are current, but may vary and are not exhaustive.

• Lowering the quantity of pending claims volume requiring handling.
• Maintain or improve the Response Time in our main service tool and WhatsApp.
• Improve the Percentage of Complete Claims ready for the next operational stage in the month.
• Reduce customer abandonment rate during the process.

Every month, each of these targets will have a quantified goal. The individual Key Indicators are to be met to earn bonuses.

What sets you apart:

(Disclaimer: We understand that you may not tick every box. But if you are excited about the idea of joining AirHelp, we’d love to hear from you anyway).

• Fluent communication (spoken and written) in Brazilian/Portuguese and English, with the ability to explain complex information clearly.
• Strong problem‑solving skills with a drive to see issues through to resolution.
• Empathy and genuine passion for helping people, willing to go the extra mile.
• Attention to detail and ability to follow procedures accurately.
• Multi‑tasking capabilities while maintaining quality standards.
• Patience when handling difficult cases and challenging customer interactions.
• Availability to work Monday to Friday, during business hours (8h-18h, with intervals).

Please submit your CV in English.

Why AirHelp:

• Group life insurance.
• Food allowance.
• Wellhub
• Mindfulness platform (Mindgram).
• Unlimited, free use of AirHelp Plus.
• Internal training programs and knowledge‑sharing events.