What You'll Do
Attend and resolve Level 2 requests ensuring accurate and timely responses aligned with the brand's tone of voice. Investigate incidents, reproduce errors, and document logs for technology teams. Monitor and drive service indicators such as FRT, SLA, and CSAT, while identifying customer journey friction points and proposing internal procedure improvements.
What We're Looking For
Experience in customer support at Level 2 or in Customer Experience. Familiarity with service metrics such as FRT, SLA, and CSAT. Basic SQL skills for data extraction and knowledge of CRM platforms for ticket management.
What We Offer
The company promotes diversity and inclusion, offering a supportive environment for all candidates. They emphasize innovation and results, aiming to create a workplace where individuals can grow and contribute to shared goals.
Key Skills & Technologies
Additional Information
Experience Level
Junior
Job Language
Portuguese
Employment Type
Full-time
Work Mode
On-site