Daikin Brasil

Mid-level Customer Service & After-Sales Analyst – E-commerce

Daikin Brasil

full-time

Posted on:

Location Type: Hybrid

Location: São Paulo • Brazil

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About the role

  • Manage marketplace customer interactions with end customers.
  • Centralize customer service (SAC), ensuring standardized, high-quality, and timely responses.
  • Create, review, and implement return, exchange, and warranty policies aligned with e-commerce best practices.
  • Act as the after-sales focal point for e-commerce, ensuring customer satisfaction and retention.
  • Propose continuous improvements to customer service and after-sales processes, focusing on efficiency and customer experience.
  • Monitor quality indicators and recommend corrective actions to reduce returns and increase customer satisfaction.

Requirements

  • Degree in Business Administration, Process Management, Logistics, or related field.
  • Familiarity with customer service and ticketing systems (Freshdesk experience is a plus).
  • Advanced Excel and experience with BI tools (Power BI is a plus).
  • Analytical, organized, and process-oriented profile.
  • Good communication and negotiation skills.
  • Experience in e-commerce customer service and SAC operations.
  • Experience creating and implementing after-sales policies.
  • Knowledge of after-sales policies on marketplaces.
Benefits
  • Health and Dental Insurance
  • Meal Allowance
  • Food Allowance
  • Life Insurance
  • Profit-sharing (PLR)
  • Private Pension Plan
  • Gympass
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer serviceticketing systemsExcelBI toolsafter-sales policiese-commerce best practicesprocess managementlogistics
Soft Skills
analyticalorganizedprocess-orientedcommunicationnegotiationcustomer satisfactioncustomer retention
Certifications
Degree in Business AdministrationDegree in Process ManagementDegree in Logistics