Grupo Oscar Calçados

Ecommerce

• Provide customer service through omnichannel channels (phone, chat, email, social media, and platforms such as Reclame Aqui)
• Operate according to e-commerce business rules, including:
• - Management of exchanges and returns in accordance with the Consumer Protection Code (Código de Defesa do Consumidor - CDC)
• - Order cancellations (before and after invoicing/shipping)
• - Refund processes and issuance of store credit/vouchers
• Support customer retention actions by identifying cancellation risks and applying company-approved strategies
• Use customer service systems (CRM / SAC), opening, tracking and closing tickets, ensuring a complete service history
• Operate order, payment and logistics systems, monitoring statuses, lead times and incidents
• Monitor and track customer service KPIs, such as SLA, contact rate, retention, recurrence and productivity
• Ensure strong written communication with clarity and conciseness in formal interactions, emails and public responses
• Contribute to continuous process improvement by identifying recurring issues and suggesting operational adjustments

Junior E-commerce Assistant