Grupo Oscar Calçados

Junior E-commerce Assistant

Grupo Oscar Calçados

full-time

Posted on:

Location Type: Hybrid

Location: São José dos Campos • Brazil

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Salary

💰 R$2,734 per month

Job Level

Junior

About the role

  • 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

Requirements

  • Bachelor's degree completed or in progress in Business Administration, E-commerce, Digital Business, Logistics, Information Technology or related fields
  • Knowledge of the Consumer Protection Code (Código de Defesa do Consumidor - CDC) as applied to e-commerce
  • Knowledge of customer service best practices (SAC)
  • Experience or knowledge in after-sales/customer support in e-commerce
  • Intermediate to advanced skills in Excel or Google Sheets
  • Knowledge of Customer Service and Customer Experience
Benefits
  • Transportation voucher
  • Health and dental insurance
  • Day off (time off on your birthday)
  • Wellz (employee mental health support platform)
  • 20% discount on two pairs of shoes every 6 months
Applicant Tracking System Keywords

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

Hard Skills & Tools
customer serviceCRMSACExcelGoogle Sheetse-commerceorder managementrefund processesticket trackingKPI monitoring
Soft Skills
communicationproblem-solvingcustomer retentionprocess improvementclarityconcisenessinterpersonal skillsorganizational skillsstrategic thinkingattention to detail