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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing client portfolios and customer service operations, with a strong focus on tracking performance metrics and ensuring client satisfaction. Proficient in implementing standardized processes and collaborating with cross-functional teams to enhance service delivery.
Highest-signal resume keywords
Client Portfolio ManagementCustomer Service ExperiencePerformance Metrics TrackingMicrosoft Office ProficiencyOrganizational Skills
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 SupportTicket TrackingSatisfaction Metrics AnalysisReport PreparationB2B Client Management
Soft Skills
Excellent CommunicationAttention to DetailProactive ApproachResults-OrientedCollaborative Teamwork
Industry Keywords
Business AdministrationCustomer SuccessClient RelationsService StandardsContinuous Improvement
About the role
Key responsibilities & impact- Manage the day-to-day operations of a client portfolio, tracking success metrics and ensuring a positive experience.
- Analyze open support tickets, ensuring procedures are properly followed and clients remain satisfied.
- Manage relationships with and provide service to clients of varying levels of importance, ensuring compliance with established deadlines and quality standards.
- Perform customer service and support routines, efficiently resolving questions and recurring requests.
- Record, track, and route tickets, requests, and interactions in internal systems.
- Send reports and billing requests.
- Manage communication schedules for initiatives and monitor the product catalog.
- Support the implementation of standardized processes and customer relationship policies.
- Monitor performance and satisfaction metrics for the assigned client portfolio.
- Escalate non-standard or more complex situations to the appropriate levels in accordance with internal guidelines.
- Partner with teams such as Sales, Operations, and Finance.
- Contribute to the continuous improvement of customer service and relationship management processes.
- Support administrative activities related to customer service, including sending reports, updating client records, and managing documents.
- Keep records of customer service interactions, incidents, requests, and feedback up to date.
- Monitor the customer journey after services and products have been delivered.
- Identify opportunities to improve customer service and internal processes.
- Prepare performance and customer service reports, tracking metrics such as ticket volume, request types, and resolution times.
- Support the analysis of customer service metrics, recommending improvements and actions to optimize results.
Requirements
What you’ll need- Bachelor's degree completed or in progress in Business Administration, Communications, Marketing, or a related field.
- Previous experience in customer service or client portfolio management (Customer Success, Client Relations, or Support).
- Experience tracking customer performance and satisfaction metrics (NPS, SLA, etc.).
- Experience opening, tracking, and resolving support tickets.
- Proficiency in Microsoft Office.
- Experience managing B2B client portfolios is a plus.
- Strong organizational skills and attention to detail.
- Excellent written and verbal communication skills.
- Proactive approach and sense of urgency.
- Results-oriented, with a strong focus on customer satisfaction.
- Ability to work collaboratively with teams across different departments.
- Ability to prioritize requests and meet deadlines.
Benefits
Comp & perks- Flex Office – 2 days working from home and 3 days in the office.
- Birthday Day Off – Enjoy your special day your way, plus Marketplace points.
- Flexible hours – Greater autonomy to organize your routine.
- SulAmérica health and dental insurance.
- SulAmérica life insurance.
- Psychological support – Access to a platform with licensed psychologists.
- On-site massage services.
- Relaxation room.
- TotalPass – Access to gyms and physical activities.
- Fresh fruit at the office.
- Flexible meal or food allowance – BRL 43.64 per day.
- Childcare assistance – For children up to 5 years old.
- Transportation voucher, parking, or company shuttle.
- Qulture.Rocks – Performance management and development platform.
- Education assistance – Available after 12 months with the company.
- Inspiring and disruptive culture.
- Newborn welcome kit.
- Internal events and engagement initiatives.
- Exclusive benefits on commemorative dates.