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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong customer service skills across multiple channels, including phone, chat, email, and in-person interactions. Capable of managing complex issues and contributing to process improvements within customer service operations.
Highest-signal resume keywords
Customer Service ExperienceIssue ResolutionProcess ImprovementMicrosoft Office SuiteCommunication Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft Skills
Interpersonal SkillsTeam CollaborationKnowledge Sharing
Industry Keywords
Customer Relations CenterBusiness AdministrationCommunicationsCustomer JourneyService Queues
About the role
Key responsibilities & impact- Provide customer service to EBM customers by phone, chat, email, and in person, ensuring quality, efficiency, and effective resolution
- Manage and resolve more complex issues or those not resolved during the first contact
- Handle critical cases when necessary
- Support the team in resolving questions and requests by sharing knowledge, guidance, and best practices
- Organize and keep work and support materials up to date
- Contribute to standardizing information and sharing knowledge gained through training
- Identify and propose improvements to customer service processes, tools, and workflows
- Work across service queues, monitoring requests and priorities across different channels
- Provide in-person service at EBM customer service locations according to a predefined schedule
- Support operational requests related to the customer journey and other in-person activities
- Travel to cities where EBM developments are located for occasional initiatives, when necessary
- Perform other activities related to the Customer Relations Center, as required by the department
Requirements
What you’ll need- Bachelor’s degree or associate degree/technical diploma, completed or in progress, in Business Administration, Communications, or a related field
- Previous customer service experience
- Microsoft Office Suite
Benefits
Comp & perks- Meal/Food Allowance: Flexible card that enables employees to access this benefit conveniently
- Transportation Allowance (optional/opt-in)
- Life Insurance
- Childcare Assistance for children aged 6 months to 3 years, up to R$300.00 upon proof of expense
- Birthday Day Off
- EBM Celebrates You: R$50.00 gift credited to a Swile multi-benefit card
- Unimed Health Insurance, with the company covering 70% and the employee covering 30% (optional/opt-in)
- Dental Insurance (optional/opt-in)
- Wellhub for employees and dependents (optional/opt-in)
- Partnerships with educational institutions
- Partnerships with nutrition and mental health professionals
- PPLR: Profit-Sharing and Results Program (according to internal policy)
- Wedding Gift
- Marriage Leave: 5 consecutive days
- EBM Baby: gift to celebrate the arrival of new family members
- Maternity Leave: 150 consecutive days
- Paternity Leave: 10 consecutive days
- Discounts at restaurants and beauty establishments