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Customer Service Assistant II – Reputation Channels
Grupo Boticário. Provide consultative, empathetic support to high-risk customers, focusing on turning around negative experiences and rebuilding the consumer’s connection with the brand .
About the role
Key responsibilities & impact- Provide consultative, empathetic support to high-risk customers, focusing on turning around negative experiences and rebuilding the consumer’s connection with the brand
- Take a strategic approach to each case to meet quality targets and rating goals on the platforms
- Assist customers by phone, WhatsApp, and private messages on the platforms
- Open, route, and monitor tickets with other internal teams to develop definitive solutions
- Manage cases from start to finish and conduct follow-ups within agreed-upon deadlines
- Monitor individual performance and quality metrics, such as ticket volume, customer ratings, and resolution rate
Requirements
What you’ll need- Excellent written and verbal communication skills, including empathy, clarity, and persuasive communication
- Resilience and emotional intelligence to handle conflict situations
- Analytical and solution-oriented mindset, with a sense of urgency and focus on resolution
- Self-management skills to track deadlines and daily targets
- Transparency: open to both internal and external candidates
- Hybrid work opportunity based in Curitiba, Paraná, Brazil
Benefits
Comp & perks- Flexible medical and dental plans
- Prescription medication assistance and healthcare allowance for family members
- Free psychotherapy sessions and 24/7 telemedicine
- Ongoing prevention, mental well-being, and vaccination programs
- Meal voucher (or on-site restaurant) and food allowance, including an additional Christmas allowance
- Discounts of up to 40% on brands within our ecosystem
- Gympass/TotalPass membership for gyms and sports studios
- Home office allowance for hybrid and remote work arrangements
- Birthday day off
- Pet health insurance, partner benefits, and travel/accommodation programs
- Extended parental leave (180 days for mothers and 120 days for fathers)
- Support for parents of children with disabilities or special needs, plus nanny/childcare assistance
- School-supply allowance and child nutrition credit
- Dedicated legal, psychological, and social support
- Private pension plan and life insurance
- Bereavement support following the loss of parents and payroll-deducted loan
- Transportation voucher and parking, according to the work arrangement