Vertem

Customer Service Specialist

Vertem

full-time

Posted on:

Location Type: Hybrid

Location: Barueri • Brasil

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About the role

  • Read and understand all items in client contracts;
  • Maintain client management routines and act as the primary point of contact for operations;
  • Escalate issues to the appropriate levels for day-to-day problem and conflict resolution;
  • Manage contract communications, lead the process, and interface with cross-functional teams to ensure deliverables;
  • Coordinate internal communication flows with IT, Product, Data, Finance and other areas;
  • Organize support and maintenance requests and define priorities according to the client's business needs;
  • Identify opportunities to improve the participant experience journey;
  • Interpret and analyze Program and Contact Center data and develop action plans to address issues;
  • Monitor key participant experience indicators;
  • Prepare presentations for client meetings and internal agendas;
  • Demonstrate a proactive, assertive approach;
  • Understand the customer experience journey to support Level 1 (N1) and Level 2 (N2) support teams in service

Requirements

  • Bachelor's degree in Communication, Business Administration or a related field;
  • Intermediate English;
  • Advanced knowledge of Microsoft Office, with strong Excel skills;
  • Excellent verbal and written communication skills;
  • Enjoy working in regular, close contact with clients;
  • Experience with digital platforms and CRM systems;
  • Experience in customer support/back-office (handling N1 and N2 tickets);
  • Ability to develop and present action plans for clients;
Benefits
  • Flex Office – 2 days remote work and 3 days in-office;
  • Birthday day off – Celebrate your special day as you prefer + points in our Marketplace;
  • Flexible working hours – More autonomy to organize your routine;
  • SulAmérica health and dental insurance;
  • SulAmérica life insurance;
  • Psychological counseling – Access to a platform with licensed psychologists;
  • On-site massage – A moment of relaxation during your day;
  • Relaxation/decompression room – To recharge your energy;
  • TotalPass – Access to gyms and fitness activities;
  • Fresh fruit in the office – For a healthy snack during work hours;
  • Flexible Meal/Food Allowance – R$ 43.64 per day;
  • Childcare assistance – For children up to 5 years old;
  • Commuting assistance – Public transport voucher (VT), parking, or company shuttle;
  • Qulture.Rocks – Performance management and development platform;
  • Education assistance – Eligible after 12 months with the company, we invest in your learning;
  • Inspiring and disruptive culture – A dynamic, collaborative and innovative environment;
  • Newborn kit – A special gift for new parents;
  • Internal events and engagement activities – Team gatherings and social moments;
  • Exclusive benefits on special occasions – Because each special moment deserves to be celebrated!
Applicant Tracking System Keywords

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

Hard Skills & Tools
data analysiscontract managementcustomer supportaction plan developmentpresentation preparationExcel
Soft Skills
communicationproblem resolutionproactive approachassertivenessclient management
Certifications
Bachelor's degree