Client Services Representative

• Lead the strategy and direction of the accounts under your management, ensuring alignment with clients' business objectives.
• Build, review and evolve strategic account plans, identifying opportunities for growth, efficiency and innovation.
• Serve as the main client contact, leading executive meetings and strategic presentations.
• Monitor performance indicators across the client portfolio.
• Translate clients' challenges and needs into clear directives for internal teams.
• Develop and lead the team under your responsibility, promoting technical growth, strategic vision and high performance.

Client Services Manager

• Manage calendars and coordinate scheduling needs
• Conduct client intake conversations and gather relevant details regarding potential matters
• Ensure confidentiality and professionalism in all client interactions
• Perform administrative support tasks as assigned
• Schedule consultations, appointments, and meetings
• Create clear summaries of client matters for attorney review
• Collect and organize client information and supporting documentation
• Transfer calls to the appropriate team members when necessary
• Answer incoming phone calls in a professional and courteous manner
• Serve as the primary point of contact for prospective and existing clients
• Create a welcoming and positive experience for every caller and client
• Follow up with potential clients when appropriate
• Maintain accurate client records and documentation
• Respond to client questions and provide exceptional customer service
• Complete intake forms accurately and thoroughly

Client Service Representative

• Manage the order portfolio, ensuring organization, prioritization and meeting deadlines;
• Serve as the interface with internal departments, ensuring alignment and smooth flow of requests;
• Monitor operational KPIs and perform analyses to identify deviations and opportunities;
• Handle requests independently, ensuring progress, alignment and delivery;
• Propose and implement improvements to the area's processes;
• Develop analyses and materials using Excel and Power BI to support decision-making;
• Act as a technical reference and provide support to the team on operational matters;
• Represent leadership in meetings, forums and alignments when necessary;

Customer Service Analyst, Mid-level

• Responsável pelo atendimento de protocolos administrativos, atuando em colaboração com diversas áreas para garantir soluções ágeis e eficazes, com foco na satisfação e encantamento do cliente, assegurando excelência em cada interação.
• As tratativas são conduzidas por meio de ferramentas como e-mail, Microsoft Teams, WhatsApp e telefone.

Assistente de Serviço ao Cliente

• Manage, resolve, document, and close customer service cases within required deadlines.
• Build and maintain customers' relationships with the Chevrolet brand through dealership Service Departments.
• Provide consultative guidance to dealerships through activities such as:
• Increase customer satisfaction levels.
• Troubleshoot issues and promote correct execution of services.
• Facilitate negotiations that enable win-win outcomes for customers, dealerships, and GM.
• Manage conflicts.
• Review and analyze warranty service requests.
• Oversee and ensure execution of service campaigns (recalls).
• Recommend and coordinate training and upskilling for technicians.
• Analyze and expedite solutions for vehicles immobilized in the workshop.
• Control special and general-use tools.
• Provide support to the legal department / participate in court hearings and Procon proceedings.

Customer Service Consultant, After-Sales – Technical, GSC

• Provide operational support for loyalty and incentive programs, ensuring continuity and quality of operations.
• Perform balance migrations in cases of account aggregation or death.
• Provide support and clarify questions from ATs, RTVs, concierges and program participants.
• Validate partners and products active in the programs.
• Analyze canceled orders, process refunds and engage responsible areas for necessary actions.
• Monitor invoices related to current campaigns.
• Contact and handle participants in critical or conflict situations.
• Manage operational backlog, track critical cases and ensure deadlines are met.
• Monitor and follow up on Level 2 (N2) tickets until resolution.
• Prepare operational reports and management reports.
• Conduct operational follow-up meetings, such as WBR (Weekly Business Review) and MBR (Monthly Business Review).
• Produce and consolidate performance indicators for operations and loyalty programs.
• Post points credits in the system upon prior approval.
• Develop and monitor action plans with clients to resolve operational issues.
• Register new sources and system parameterizations during the implementation of new projects (Kick-off).
• Execute additions, removals and updates of products and partners in the catalog.
• Perform exception credits upon formal approval.
• Activate and register partners in the rewards catalog according to received requests.
• Manage and resolve incidents, requests and operational problems.
• Analyze orders canceled for security reasons and trigger necessary actions.
• Promote continuous process improvement by identifying opportunities to increase operational efficiency.
• Act as a liaison between clients, internal teams and strategic partners.

Junior Client Service Analyst

• Provide Level 1 support using Zendesk and ServiceNow.
• Provide support in clients' customer-service WhatsApp groups.
• Responsible for campaign onboarding.
• Responsible for creating and managing small online stores ("lojinhas").
• Campaign registration/setup.
• Monitor IT tickets.
• Responsible for training clients on Zendesk and Zendesk Admin.
• Provide first-level customer support via phone or internal systems.
• Log and track requests, questions and complaints promptly and courteously.
• Concierge duties to handle critical issues or participant rescues.
• Maintain clear and professional communication, always prioritizing customer satisfaction.
• Open, monitor and close tickets in ticketing systems (e.g., Service Desk, Salesforce, CRM, etc.).
• Interact with internal areas (technical, commercial, procurement, etc.) to ensure customer requests are resolved.
• Ensure SLA deadlines are met and inform clients about the progress of their requests.
• Support administrative processes related to customer service, such as sending reports, updating records and managing documents.
• Keep up-to-date records of interactions, incidents and feedback.
• Invoicing.
• Management of supplier invoices (Notas Fiscais).
• Monitor the customer journey after delivery of services/products.
• Identify opportunities to improve service or internal processes that impact customer experience.
• Generate basic performance and customer service reports (number of tickets, types of requests, resolution times, etc.).
• Assist in analyzing service KPIs and propose basic improvements.

Client Service Analyst – Junior

• Assist with updating customer records and maintaining data in systems
• Research catalogs, technical documents and information required for registration processes
• Support the organization of documentation, reports and service and performance indicators
• Work collaboratively with related teams to identify and propose process improvements
• Contribute to updating procedures and best practices for the area
• Collaborate with the team to ensure efficiency, quality and smooth service delivery
• Follow the company's established service standards and policies
• Suggest continuous improvements to processes across the value chain and support areas.

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