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Grupo FênixCore Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong proactive customer service capabilities, effectively managing communications and inquiries while maintaining professionalism. Proficient in tracking metrics and organizing documentation to support affiliate management and operational efficiency.
Highest-signal resume keywords
Proactive Customer Service ExperienceStrong Verbal And Written Communication SkillsOrganizational SkillsBasic Knowledge Of Excel Or Google SheetsAbility To Meet Customer Service Targets
About the role
Key responsibilities & impact- Provide daily support to affiliates via WhatsApp, phone calls, and groups, responding promptly and maintaining a professional tone.
- Proactively follow up with inactive affiliates, prompting action, restarting conversations, and unblocking operations.
- Triage requests and route each inquiry to the appropriate department, following through until resolution.
- Monitor offer AOV metrics daily, identify deviations, and take the planned actions to protect profitability.
- Record incidents in spreadsheets/CRM systems and keep reports up to date to support management.
- Lead the onboarding of new affiliates, including granting access, creating groups, sending materials, and monitoring their first few days.
- Engage with affiliates in the assigned portfolio to identify opportunities for growth and increased volume.
- Organize team materials, internal processes, and documentation.
- Support Affiliate Management with daily operations and activity tracking.
Requirements
What you’ll need- Proven experience in proactive customer service, including call centers, telemarketing, inside sales, customer service centers, customer support, or WhatsApp/chat support.
- Strong verbal and written communication skills, with clear diction and a professional telephone manner.
- Resilience when handling a high volume of daily contacts, including calls, messages, and voice notes.
- Strong organizational skills to manage multiple conversations and requests simultaneously without compromising quality.
- Proactive mindset, with the initiative to lead conversations and provide updates without being prompted.
- Ability to meet customer service, follow-up, and resolution targets.
- Basic knowledge of Excel or Google Sheets for incident tracking and KPI monitoring.
- Stable internet connection, suitable computer, and a quiet environment for calls.
- Basic English (preferred but not required) for occasional reading of materials.
Benefits
Comp & perks- 100% remote work.
- Performance- and results-based commission program.
- Opportunity to work in a major international Direct Response operation.
- Career growth and ongoing development opportunities.
- Exposure to different business models: Direct Response, Affiliate Marketing, and the education market, all commission-based.
- High-performance, merit-based environment focused on scaling.
- Direct involvement in campaigns generating millions in revenue.
- Daily collaboration with specialists in Copywriting, Traffic Acquisition, Performance Marketing, Product, Data, and Operations.
- Autonomy to propose improvements and make a tangible impact on the operation.
- Collaborative, highly skilled team that is always willing to contribute.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft Skills
ResilienceInitiative
Tools & Technologies
CRM SystemsSpreadsheets
Industry Keywords
Affiliate ManagementCustomer SupportTelemarketingInside SalesWhatsApp Support