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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer service and Back Office operations, with a strong focus on SLA management, critical case tracking, and process design. Proficient in Microsoft 365 tools and capable of effective communication and collaboration across teams.
Highest-signal resume keywords
Customer Service ExperienceBack Office ManagementSLA ManagementMicrosoft 365 ProficiencyProcess Design Knowledge
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer ServiceBack Office OperationsCritical Case TrackingSLA ManagementProcess DesignCRM SystemsLean MethodologiesData ConsolidationOrder Follow-UpComplaint Monitoring
Soft Skills
Clear CommunicationOrganizationProactivityInterpersonal SkillsCollaboration
Tools & Technologies
Microsoft ExcelMicrosoft PowerPointMicrosoft SharePointCRM Systems
Industry Keywords
Contact Center OperationsReclame AquiProconSLA ComplianceOperational Activities
About the role
Key responsibilities & impact- Provide administrative support to the Back Office
- Follow up on orders and delivery services
- Support stakeholders with the area’s operational activities
- Monitor critical cases and complaints related to machines, orders, deliveries, and customers’ and consumers’ financial matters
- Monitor complaint indicators across critical channels
- Support assistants with questions and needs related to processes
- Handle escalated critical cases requiring intervention for rapid resolution
- Engage the responsible teams to ensure SLA compliance
- Lead daily and weekly meetings, including DOR and WOR, and propose improvements
- Participate in weekly meetings with the market to align expectations regarding SLAs and define action plans
- Consolidate follow-up data to support decision-making
Requirements
What you’ll need- Undergraduate degree in progress or completed
- Experience in customer service, Contact Center operations, and handling critical cases
- Experience managing and monitoring Back Office activities
- Knowledge of process design, SLA management, and critical-case tracking
- Knowledge of CRM systems
- Advanced proficiency in Microsoft 365, especially Excel, PowerPoint, and SharePoint
- Knowledge of management systems, Lean, or similar methodologies
- Intermediate English or Spanish preferred
- Experience handling cases through Reclame Aqui, Procon, and other platforms preferred
- Clear, objective communication skills and the ability to share knowledge and train others
- Results-oriented mindset, organization, planning, and prioritization skills
- Logical reasoning, a sense of urgency, and the ability to identify opportunities for improvement and cost reduction
- Proactivity, initiative, ownership mindset, and willingness to take a hands-on approach
- Strong interpersonal skills, collaboration, and the ability to work with different teams and partners
- Ability to support or lead projects of low to medium complexity
Benefits
Comp & perks- Hybrid work in Ribeirão Preto, São Paulo, Brazil, or remote work
- 6-on/1-off shift, from 8:00 a.m. to 8:00 p.m.