Customer Experience Consultant I

TIM Brasil

Customer experience consultant ensuring adequate customer journey for technical and commercial inquiries. Responsible for addressing and solving client requests through specific platforms and communication channels.

Posted 7/10/2026full-timeRemote • 🇧🇷 BrazilMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Responsible for ensuring the best customer service journey (inbound contact or via specific platforms), providing end-to-end handling of technical and commercial requests.
Receive, process, resolve, and communicate with customers (outbound contact and/or via email and messaging apps).
Provide customer service (external and internal) with the goal of ensuring the best customer journey, aiming to change a complainant’s perception to a positive satisfaction rating.
Interpret consumer complaints and act to correct root causes for both technical and commercial issues.
Document the handling of requests clearly and concisely to ensure customer understanding.
Ensure adherence (achievement of targets) to operational and business KPIs, maintaining the attainment of proposed goals.
Use technical and commercial tools and systems used in support to consult and record information.
Collaborate with internal departments via messaging apps, email, and phone to resolve customer issues.

Requirements

What you’ll need

High school diploma or equivalent.
Experience using IT resources and Microsoft Office suite (intermediate level or higher).
Experience working in customer service; experience with critical customers (appeals channels) and handling technical support requests is a plus.
Basic math skills.

Benefits

Comp & perks

Medical and Dental Assistance *
Medication Benefit *
Gympass *
Meal and/or Food Allowance
Transportation Voucher
Private Pension Plan
Company mobile phone with unlimited data and voice allowance
Online English course extendable to one family member or friend
Internal Training and Development Program
Profit Sharing
"My First Benefit" - Support for children up to 2 years old
Daycare Reimbursement (for parents)
Flexible work models and schedules
Happy Day - Day off during your birthday month

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Customer ServiceTechnical SupportComplaint ResolutionDocumentationBasic Math Skills

Soft Skills

CommunicationCollaborationProblem-Solving