Relationship Assistant, E-commerce

Bernoulli Educação

Customer Service Assistant managing e-commerce client inquiries and orders for Bernoulli Educação in Brazil. Supporting clients through various communication channels and ensuring quality service.

Posted 5/5/2026full-timeBelo Horizonte • 🇧🇷 BrazilMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Respond to customers (internal and external) through digital channels, email, and phone, addressing questions about orders, payment, timelines, delivery, exchanges, and returns.
Monitor e-commerce orders from start to finish (status, picking, shipping, and delivery) proactively to ensure deadlines and quality.
Identify and resolve order inconsistencies (incomplete registration, item discrepancies, address, payment, availability, etc.).
Support the exchanges and returns workflow, ensuring proper recording, clear communication with the customer, and alignment with the involved departments.
Maintain customer records and information up to date in internal systems, ensuring the reliability of the database.
Update operational information (e.g., deadlines, order status, service logs) in spreadsheets and/or systems for control and tracking.
Assist in organizing recurring requests and improving the service workflow (standardizing responses, records, and follow-up).
Interact with partner departments (shipping/logistics, registration/data, finance, educational/commercial) to resolve issues and ensure a positive shopping experience.

Requirements

What you’ll need

Strong customer orientation.
Clear, courteous, and objective communication, with good writing skills.
Organized and attentive to details (data, deadlines, status, and records).
Agility and ability to prioritize in a high-volume environment.
Collaborative attitude to work across departments and resolve problems.
Ease of learning and using multiple systems and tools, with quick adaptation to new platforms, routines, and processes.
Preferred: Experience in customer service and e-commerce routines (orders, payment, delivery, exchanges/returns).
Familiarity with customer service/CRM systems, TOTVS RM, and spreadsheets (Excel/Google Sheets) for control.

Benefits

Comp & perks

Health insurance
Dental plan
Life insurance
Meal and food allowance on the same card
Breakfast or afternoon snack at physical locations
Transportation voucher
Total Pass and Wellhub (access to gyms and wellness services)
Day off on your birthday
Corporate University
Support program for pregnant employees
Program offering psychological, legal, financial, and social guidance
Wedding gift
Duo Gourmet
Bernoulli Benefits Club: access to a network of partner discounts on undergraduate and postgraduate courses, energy bills, language schools, and much more for you and your family
Mothers on a hybrid schedule have 100% remote work from the 6th month of pregnancy until the child is 1 year old
Fathers on a hybrid schedule have 100% remote work from the child's birth until the child is 6 months old

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer servicee-commerceorder managementdata entryproblem resolutionworkflow improvementrecord keepingstatus trackingpayment processingreturns management

Soft Skills

customer orientationcommunicationorganizationattention to detailagilityprioritizationcollaborationadaptabilitycourtesyobjectivity