Grupo Moura

Analista de Pós‑Venda

Grupo Moura

full-time

Posted on:

Location Type: Hybrid

Location: São Paulo • Brazil

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Job Level

Junior

About the role

  • Provide post-sale customer support via WhatsApp, phone and email.
  • Log, monitor and manage tickets in internal systems, ensuring SLAs are met.
  • Record and oversee return and exchange processes.
  • Implement, monitor and analyze post-service NPS, identifying root causes and improvement opportunities.
  • Receive and handle customer requests after the sale, ensuring prompt and effective responses.
  • Act as a liaison between after-sales and other departments, ensuring efficient information flow.
  • Analyze service metrics and propose continuous improvement actions for processes.
  • Maintain active communication with customers until the ticket is fully resolved (follow-up).

Requirements

  • Education: Bachelor's degree completed or in progress (Business Administration, Commercial Management, Logistics or related fields)
  • Solid experience in after-sales, customer service (SAC) or Customer Experience (CX)
  • Experience with multichannel support (WhatsApp, phone and customer service)
  • Experience managing SLAs and service metrics
  • Intermediate Excel
  • Differentials: Experience in e-commerce or retail
  • Knowledge of CRM or ticketing systems
Benefits
  • Health Insurance
  • Dental Insurance
  • Meal Allowance
  • Transportation Allowance
  • Life Insurance
  • TotalPass
Applicant Tracking System Keywords

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

Hard Skills & Tools
customer serviceafter-sales supportservice metrics analysisSLA managementmultichannel supportExcelCRM systemsticketing systems
Soft Skills
communicationproblem-solvingcustomer relationship managementinterdepartmental liaisoncontinuous improvement