Customer Experience Assistant
Tegma Gestão Logística S.A.
full-time
Posted on:
Location Type: Hybrid
Location: São Bernardo do Campo • Brasil
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Manage the entire customer journey in an integrated, strategic manner; ensure excellent service with a focus on quality.
- Maintain continuous contact with internal departments across the organization.
- Drive continuous improvement of the customer experience and internal processes.
- Provide customers with a positive experience by phone and email, offering clear, accurate guidance on timelines, procedures and case statuses, ensuring communication is clear, assertive and efficient.
- Manage and analyze complaints and requests with agility and a sense of urgency, providing tailored solutions.
- Log all interactions in detail in the system to ensure full traceability of case handling and retain data for future use.
- Encourage satisfaction surveys and ensure participation.
- Participate in forums to jointly analyze results and propose continuous improvement actions or alternatives for the customer journey.
- Analyze all types of complaints and identify their causes and root causes.
- Receive, validate and handle customer documents.
- Communicate with other business areas of the company to obtain information required for customer service.
- Monitor and analyze KPIs to propose and implement improvement actions.
Requirements
- High school diploma required; college degree in progress or completed preferred in Business Administration, Logistics, Human Resources, Communications or related fields.
- Previous experience in customer service, customer experience, contact center (SAC) or similar areas preferred.
- Good knowledge of the Microsoft Office suite.
- Comfortable working with customer service systems and incident/issue logging tools.
- Ability to work with basic service and quality metrics.
- Strong verbal and written communication skills; ability to analyze requests and complaints; organized and responsible when handling and validating documents; collaborative attitude; proactive, empathetic, with a sense of urgency and customer-orientation.
- Available to work in São Bernardo do Campo — hybrid model, with 3 days per week on-site.
Benefits
- Medical insurance
- Dental insurance
- Meal allowance
- Food allowance (meal voucher)
- Life insurance
- Transportation (allowance)
- Pet health plan
- Wellhub + Wellz
- Partnerships with educational institutions
- Fica Bem Program (support for employees and their families with psychosocial support and guidance)
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer servicecustomer experienceincident loggingservice metricsquality metricsdata analysiscomplaint analysisdocument validation
Soft skills
communicationorganizationcollaborationproactivityempathycustomer orientationresponsibilityagilityassertiveness
Certifications
high school diplomacollege degree in Business Administrationcollege degree in Logisticscollege degree in Human Resourcescollege degree in Communications