Service and After-Sales Assistant

I wanna sleep; Belo Horizonte; Teletrabalho; BRL 33 000 - 61 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Caju Card: R$ 1,000.00 for meals

Transport voucher

Wellhub health benefits

Unimed Health Plan (co-participatory)

MAG Seguros Life Insurance

Exclusive discounts on IWS products

Resumo da oferta

I wanna sleep is seeking an in-person Customer Service Specialist in Belo Horizonte, Brazil. The role focuses on omnichannel support via WhatsApp, chat, email and phone to delight customers and drive smooth purchases.

Responsibilities cover product inquiries, after-sales handling, order tracking, and accurate CRM recording using Zendesk. Expect resilience, strong Portuguese writing, and disciplined adherence to processes.

Qualificações

• Proven experience in customer service, e-commerce support, or related roles.
• Experience with Zendesk or similar CRM tools and WhatsApp Business.
• Excellent written Portuguese with empathy and formal tone.
• Resilience and emotional intelligence to handle difficult customers.
• Strong organizational discipline to follow internal processes.

Responsabilidades

• Omnichannel service via WhatsApp, chat, email and telephone to ensure customer delight.
• Assist customers with product queries, specs and promotions for a smooth purchase journey.
• Handle after-sales processes: exchanges, returns, refunds and complaints (including Reclame Aqui).
• Monitor end-to-end service tickets and coordinate with logistics for timely responses.
• Record interactions in Zendesk and maintain accurate customer history.
• Track key CS metrics like NPS, first response resolution, and service time.

Conhecimentos

Customer service

Empathy

Portuguese writing

Communication

Discipline

Ferramentas

Zendesk

WhatsApp Business

Descrição da oferta de emprego

On-site Full-time Brazil · Salary in BRL (R$)

About the role

Description

Responsibilities

• Omnichannel service: Provide multichannel service focused on customer delight via WhatsApp, chat, email and telephone, maintaining IWS's welcoming tone of voice.
• Customer Support and Sales: Support customers with questions about products, technical specifications and current promotions, ensuring a fluid purchasing journey.
• After-Sales Management: Conduct customer service processes with agility after-sales, such as opening calls for exchanges, returns, refunds and handling complaints (including monitoring platforms such as Reclame Aqui).
• Call Tracking (End-to-End): Monitor service tickets from start to finish, interacting with the logistics team if necessary, ensuring that no request goes without a quick response.
• CRM Recording: Record all interactions in an organized manner and keep customer history perfectly updated in the system (Zendesk).
• CS Metrics Monitoring:Monitor fundamental success and quality indicators, such as NPS (Net Promoter Score), first response resolution rate and service time.

Requirements

• Practical Experience: Proven previous experience in customer service, e-commerce support, Customer Success or retail relationship areas.
• Mastery of Tools:Practical experience with the Zendesk platform (or similar customer service CRM tools) and use of WhatsApp Business.
• Written Communication:Good writing, command of the Portuguese language, clarity and ability to convey empathy and formality in proportion right through the text.
• Resilience and Emotional Intelligence: Active listening ability and balance to overcome stressful situations (dissatisfied customers) with absolute focus on solving the problem.
• Systemic Organization:Discipline to follow internal processes of deadlines and filling data into systems.
• Residence:Availability to work 100% in person in Belo Horizonte - MG.

Differentiations that make you stand out

• Basic knowledge of e-commerce routines and Reverse Logistics processes (order tracking, carrier flows).
• Familiarity with the internal dynamics of the Reclame Aqui platform.

Additional Differentiations

• Resilience and Empathy: Balance to deal with stressful situations focusing on the customer's needs.
• Proactivity and Creativity: Attitude to suggest improvements that facilitate the consumer's journey.
• Organization and Responsibility: Strict with deadlines and internal processes.

Benefits

• Caju Card: R$ 1,000.00 flexible for food/meal;
• Transport voucher;
• Wellhub (formerly Gympass) to take care of your health;
• Unimed Health Plan (co-participatory);
• MAG Seguros Life Insurance;
• Exclusive discounts on IWS products (so you can also enjoy the pleasure of sleeping!).