Customer Support

• Serve as the focal point for the governance and monitoring of Salesforce-related requests, ensuring support for business users and proper platform usage.
• Monitor inbound and outbound communications through WhatsApp Business, overseeing solution performance with the Customer Success team and external partners.
• Support the management of the voice-of-the-customer (VOC) survey platform by monitoring metrics, analyses, and the prioritization of needs.
• Lead initiative follow-up meetings, monitoring status, deadlines, dependencies, risks, and next steps.
• Gather and map business needs and data, translating them into functional requirements.
• Support the refinement of requests from business areas, ensuring clarity, quality, and appropriate scope definition.
• Ensure data, profile, and access governance for the platforms under responsibility.
• Support administrative processes related to vendor, contract, and tool management.
• Act as an interface between business areas, Technology, global teams, and external partners, contributing to priority alignment and solution enhancement.
• Support data analysis and strategic decision-making with the Customer Services team.

Customer Service Specialist

• Assist customers who intend to cancel, withdraw from, or are experiencing difficulties continuing their consórcio plans
• Understand the reason for the request and analyze the information required to manage the case
• Identify and present suitable alternatives based on the customer’s circumstances, in accordance with the product’s options and rules
• Conduct negotiations and address objections using active listening, persuasive communication, and commercial insight
• Clearly explain the available alternatives, their terms, and their implications to customers
• Seek solutions that support customer retention and continued relationships
• Carry out or monitor the procedures required to implement the agreed solution
• Process cancellations when continued participation is not possible or desired, ensuring the customer receives proper guidance and that the process is completed correctly
• Record case details and outcomes in the operation’s systems
• Handle situations requiring greater analysis, negotiation, and autonomy
• Identify improvement opportunities based on customer interactions
• Work with other company departments as needed to support the resolution of requests
• Contribute to improving customer service workflows, procedures, and support materials
• Handle other requests and customer interactions through the Relationship Center, according to operational needs
• Assist customers and the sales network through written and telephone channels

Mid-Level Customer Service Analyst – Focus on Consórcio Retention and Negotiation

• Handle outbound and inbound telephone calls from consumers and customers, providing guidance on authorized technical service locations, answering technical questions about product maintenance and installation, explaining Warranty Certificates, and addressing complaints and suggestions
• Record customer contacts in Salesforce
• Maintain and organize the work area and its surroundings in accordance with 5S principles
• Ensure compliance with commitments established in quality and environmental policies
• Perform other related activities as assigned by the immediate supervisor

Customer Service Representative

• Serve as the community point of contact between residents and the Customer Experience team
• Ensure responses are provided within the SLA
• Reinforce House Rules and the License Agreement in an educational and constructive manner
• Guide residents through maintenance, cleaning, replacement, notice, and other processes
• Monitor conflicts and take preventive action
• Identify recurring complaint patterns
• Keep records organized in Freshdesk and direct messages (DMs)
• Work closely with Property Management, Sales, and Collections
• Provide direct support to resident community management
• Strengthen the customer experience across the properties

Customer Experience

• Handle inbound and outbound customer interactions with quality and empathy
• Provide support through multiple channels, including email, phone, WhatsApp, and chat
• Answer customer questions using the available materials and tools correctly
• Record information, resolve requests, or route them appropriately
• Keep handling times within established standards
• Monitor assigned interactions daily and flag critical cases
• Support the analysis and monitoring of the department’s performance indicators
• Assist in organizing and updating support materials, FAQs, and customer service workflows
• Participate in daily meetings, training sessions, and team initiatives
• Support specific campaigns through calls, messages, and video calls

Customer Service Assistant

• Provide active and inbound voice-based customer service, negotiating outstanding debts for telecommunications products or services, and offer special payment options
• Identify customer needs and provide practical, objective solutions in accordance with product and/or service procedures
• Use systems to record customer interactions and process service requests

Collections Customer Service Specialist – Telecommunications

• Support customer registration and onboarding activities
• Keep customer registration data up to date, ensuring the quality and accuracy of information
• Review submitted documentation, verifying the integrity and consistency of data
• Block, unblock, add, and remove users in systems
• Handle and follow up on support tickets, seeking prompt solutions and a positive customer experience
• Provide support by phone, email, and chat
• Guide customers on how to use portals and answer questions about functionality
• Communicate clearly, empathetically, and objectively, tailoring guidance to customers’ needs
• Keep customers updated on the progress of their requests
• Support customers with software reinstallation and configuration processes
• Verify the validation and processing of files submitted by customers to banks
• Analyze requests and processes, identifying errors or inconsistencies and determining the appropriate course of action
• Open and follow up on tickets escalated to the Product team
• Collaborate with other departments to help resolve customer requests
• Share learnings and best practices with the team
• Support the onboarding of new employees
• Contribute to a collaborative environment and the continuous improvement of the customer experience

Customer Experience Analyst – Registration, Support

• Support financial analyses
• Provide supporting information and documentation
• Fulfill court injunctions and obligations to take action
• Provide support to various partner areas within Ânima’s corporate structure: Legal, Reclame Aqui, Customer Experience, Ombudsman, and Social Media

Customer Service Analyst I

• Provide first-level support for undergraduate students via chat and video
• Handle requests via WhatsApp and Webchat regarding students’ basic academic and financial information
• Open tickets/cases for more complex or time-consuming requests
• Stay up to date on new procedures and processes within the department
• Strive for excellence in service delivery and suggest improvements to the customer service experience
• Perform related duties as directed by the immediate supervisor
• Work toward quality targets measured through individual and team performance indicators
• Potentially provide support across multiple channels

Customer Service Consultant

• Provide first-level undergraduate support via chat and video
• Handle student requests received through WhatsApp and Webchat regarding basic academic and financial information
• Open tickets/cases for requests requiring greater complexity and resolution time
• Stay up to date with new procedures and processes related to the area of responsibility
• Evaluate and suggest improvements to student support services to reduce or eliminate sources of dissatisfaction
• Perform other related tasks at the same level of complexity, as directed by the immediate supervisor
• Work effectively toward quality targets based on individual and team performance indicators
• May work across multiple service channels