Customer Support

• Conduct analyses of customer service processes, identifying bottlenecks, improvement opportunities and transformation points using data and AI tools
• Structure recommendations and solutions for the client, translating analytical findings into practical proposals and executive materials (reports, presentations, business cases)
• Act as a qualified liaison with client areas (operations, CX, technology, finance), ensuring alignment and quality in project deliverables
• Support the definition and monitoring of performance indicators (KPIs) for the service operation, proposing continuous improvement actions
• Contribute to building solutions that integrate process redesign, technology and AI into customer service operations
• Prepare and review project documentation (requirements, process flows, action plans) with autonomy and technical rigor
• Support the development of analyst profiles within the team, sharing knowledge and consultative best practices

Customer Service Consultant – Advanced English

• Provide support and assistance to customers across multiple channels, including online chat, WhatsApp, email, Reclame Aqui, and other digital channels.
• Respond to customer inquiries clearly, accurately, and courteously, always aiming to exceed expectations.
• Identify and resolve customer issues efficiently and effectively, ensuring their satisfaction and loyalty.
• Log and document all customer interactions to ensure proper and consistent follow-up.
• Collaborate with internal teams to resolve complex customer issues and ensure a seamless, integrated experience.
• Contribute to the continuous improvement of customer service processes by providing relevant feedback and suggestions.

Junior Customer Experience Analyst

• Provide offline (asynchronous) customer support;
• Work with a focus on customer experience and satisfaction;
• Perform back-office (BKO) activities;
• Identify and analyze customer questions and requests;
• Support contractual processes related to fixed-line products (data and voice);
• Ensure proper routing and follow-up of requests.

Customer Support Specialist, Remote

• Customer Service by e-mail, phone or social media for solving any incidents generated
• Managing incoming calls and chats and customer service inquiries
• Provide accurate, valid and complete information by using the right methods/tools
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. Keep records of customer interactions, process customer accounts, and file documents
• Follow communication procedures, guidelines, and policies
• Take the extra mile to engage customers
• As the resolutions of incidents are not constant, parallel work for the Department of Operations will be performed.

Customer Service Agent, French – Morning Shift

Customer Service Agent, Dutch – Morning Shift

• Assist customers via chat, phone and email to understand their needs and the business's needs and recommend the best use of Asaas
• Resolve customer issues and be accountable for the accuracy of information provided
• Work responsibly to meet assigned targets
• Prioritize tasks and meet deadlines for service completion.

Customer Service Assistant

• Build and maintain strong relationships with clients, acting as a trusted advisor
• Deeply understand clients' needs and propose effective solutions using Thomson Reuters' product portfolio
• Conduct product trainings and demonstrations for clients
• Proactively identify opportunities to improve the customer experience and report them to internal teams
• Manage and resolve customer issues or inquiries quickly and effectively
• Monitor customer success metrics and recommend actions to achieve established goals
• Contribute to the creation of support and communication materials that assist the customer journey

Customer Success Analyst – Mid-level

• Build and maintain strong relationships with clients, acting as a trusted advisor
• Deeply understand clients' needs and propose effective solutions using Thomson Reuters' product portfolio
• Conduct product trainings and demonstrations for clients, ensuring full utilization of features
• Proactively identify opportunities to improve the customer experience and report them to internal teams
• Manage and resolve customer issues or inquiries quickly and effectively, seeking group solutions when necessary
• Monitor customer success metrics and propose actions to meet established goals
• Contribute to the creation of support and communication materials that assist the customer journey
• Stay up to date on product updates and market trends

Customer Success Analyst

• Atender o cliente no dia a dia para ajudá-lo, seja no que for, lutando sempre pelo sucesso da empresa em que ele trabalha;
• Cuidar de atendimentos críticos através de diversos canais (chat, telefone e e-mail), entendendo as dificuldades dos nossos clientes e propondo alternativas de soluções alinhadas ao produto e às expectativas envolvidas;
• Realizar as verificações técnicas devidas para auxiliar na resolução dos casos;
• Interagir com clientes internos, como administradores de sistema e outras equipes de desenvolvimento;
• Diagnosticar pontos de melhoria no produto, na comunicação, no serviço e nos processos da área, visando sempre a melhoria da experiência do cliente.

Analista de Atendimento ao Cliente

• Gerenciar sua carteira de clientes de forma proativa, priorizando contas conforme criticidade e potencial de evolução;
• Garantir o cumprimento dos processos e playbooks da área, mantendo as interações e planos de ação sempre atualizados no nosso CRM;
• Participar ativamente dos rituais da equipe de CS e apoiar na melhoria contínua dos processos internos da área.
• Compreender e mapear as métricas de sucesso dos clientes, criando planos de ação assertivos para que eles atinjam seus objetivos de negócio;
• Atuar ativamente como um consultor, orientando os clientes sobre boas práticas de uso e promovendo treinamentos e capacitações das soluções;
• Conduzir reuniões estratégicas de acompanhamento e apresentar relatórios de resultados alcançados.
• Construir relações sólidas de confiança e empatia com os principais tomadores de decisão dos clientes (da operação à diretoria);
• Realizar visitas presenciais periódicas para estreitar o relacionamento e identificar pontos de melhoria na operação do cliente;
• Monitorar indicadores de saúde das contas, atuando de forma preventiva para reverter cenários de insatisfação e risco de cancelamento (*churn*);
• Identificar oportunidades de expansão (novas soluções ou upgrades) e encaminhá-las estrategicamente seguindo o processo da empresa.

Analista de Sucesso do Cliente

• Be the client's focal point throughout the entire post-onboarding journey.
• Conduct handoff meetings, callbacks, and success meetings.
• Handle cancellation cases directly, seeking retention and recovery of the relationship.
• Perform NPS follow-up, identify root causes, and propose improvement actions.
• Drive adoption of level-1 features (usability, strategic vision, processes).
• Map churn risks and act proactively to mitigate them.
• Create and track personalized success plans.
• Monitor metrics such as health score, engagement, and adoption.
• Record interactions and updates in the CRM with quality and consistency.
• Partner with the technical team to ensure deliveries are aligned with client needs.
• Identify expansion opportunities (upsell/cross-sell) when appropriate for the client.

Customer Success Analyst – Relationship and Retention

• Lead and develop a team of Customer Support Analysts
• Ensure service quality and compliance with SLAs/KPIs
• Manage requests and prioritize critical issues
• Monitor quotes and orders
• Handle complex or escalated cases
• Promote internal alignment between Sales, Logistics and Parts
• Identify continuous improvement opportunities in processes
• Analyze metrics and implement action plans
• Contribute to service and solutions sales strategies
• Ensure effective communication in critical situations

Customer Support Coordinator

• Lead advanced customer experience analyses, identifying patterns, trends and root causes of primary opportunities and pain points across journeys.
• Develop strategic diagnostics and in-depth studies to support tactical and executive decision-making across the organization.
• Integrate and correlate data from multiple sources, such as satisfaction surveys, service channels, digital journeys, in-app behavior, self-service and operational metrics.
• Build analytical models and prioritization frameworks to identify improvement opportunities with the greatest impact for customers and the business.
• Translate complex analyses into high-impact executive narratives that influence senior leadership decision-making.
• Serve as a technical reference in Customer Analytics, guiding discussions and disseminating analytical best practices within the CX area.
• Lead studies on customer behavior and needs, supporting the identification of Jobs-to-be-Done and opportunities to evolve products and services.
• Apply advanced techniques in statistical analysis, data mining, AI and sentiment analysis to anticipate trends and identify relevant opportunities.
• Construct integrated views of the Voice of the Customer (VoC), consolidating insights and signals from different channels to generate actionable insights.
• Influence and support partner areas in defining, prioritizing and tracking initiatives to improve the customer experience.
• Propose and monitor CX metrics, ensuring the tracking of journey evolution and the impact of implemented actions.
• Deliver executive presentations for different hierarchical levels, including board members and senior leadership.

Senior Customer Experience Analyst

• Inbound support via voice, email and WhatsApp for retail and/or high-value clients;
• Provide clarification on financial inquiries and procedures for receivables advances (payment advances);
• Assist with account cancellations and resolve related issues;
• Perform financial calculations, including pro-rata calculations;
• Demonstrate financial analytical skills to resolve complex inquiries;
• Ability to manage multiple tasks and maintain accurate records;
• Ability to understand customers' needs and concerns to provide personalized service.

Specialist I, Customer Service – Voice, Email, WhatsApp

• Inbound support via Voice and/or WhatsApp for retail and high-value clients;
• Clarify financial inquiries and procedures for receivables anticipation (advance collections);
• Assist with account cancellations and resolve related issues;
• Perform financial calculations, including pro rata;
• Demonstrate analytical skills in finance to resolve complex inquiries;
• Ability to manage multiple tasks and maintain accurate records;
• Ability to understand customers' needs and concerns to provide personalized service.

Specialist I – Customer Service (Voice, Email, Chat, WhatsApp)

• Lead strategic CX projects, ensuring alignment between customer needs and business objectives.
• Act as a champion of customer-centric culture, promoting initiatives that strengthen the experience across the entire value chain.
• Drive digital transformation projects focused on the evolution of relationship channels, such as mobile apps, portals, WhatsApp, IVRs and other digital channels.
• Work collaboratively with business, technology, operations, product and customer service teams, ensuring an end-to-end view of customer journeys.
• Map improvement opportunities, identify bottlenecks and propose innovative solutions based on data and customer insights.
• Manage timelines, risks, dependencies and KPIs for the projects under your responsibility.
• Lead governance processes and executive reviews, supporting leadership decision-making.
• Lead and develop multidisciplinary teams, fostering a collaborative and results-oriented environment.
• Structure and lead the communication strategy for customers, beneficiaries and patients, ensuring an integrated and experience-driven approach.

Customer Experience Projects Coordinator – Strategic Communications

• Realizar atendimento consultivo aos clientes, de forma presencial e remota
• Levantar requisitos e propor melhorias nos processos de negócio
• Atuar na implantação e manutenção de soluções no SAP Business One
• Executar customizações e parametrizações no ERP
• Realizar carga de dados utilizando DTW
• Desenvolver e ajustar Queries e Crystal Reports
• Acompanhar e reportar diariamente a evolução das demandas atendidas.

Consultor SAP Business One

• Respond Quickly: Handle incoming tickets promptly, delivering clear and concise solutions to common customer inquiries.
• Foster Positive Interactions: Communicate with professionalism, empathy, and friendliness to ensure customers feel valued and supported.
• Triage Effectively: Identify which issues can be resolved immediately and which require escalation to Level 2 support.
• Collaborate Proactively: Work with teammates to ensure a seamless hand-off for more complex technical issues.
• Support Knowledge Sharing: Contribute to our knowledge base and improve saved replies to enhance efficiency and consistency.**
• Ticket Management: Use our support tool (currently Plain) to efficiently triage, prioritize, and manage incoming tickets, ensuring timely responses.
• Customer Support: Provide empathetic and effective solutions to customer inquiries, aiming for first-contact resolution while being prepared to handle complex or challenging cases.
• Bug Reporting and Feature Requests: Identify and document software bugs or feature requests, collaborating with the engineering team to drive resolutions or improvements.
• Escalation Management: Escalating complex technical issues or bug reports to Level 2 support or the engineering team.
• Team Collaboration: Work closely with teammates to resolve intricate customer issues and foster a supportive team environment.
• Knowledge Sharing: Contribute to and utilize our knowledge base and saved replies to ensure consistent and high-quality support.
• Multichannel Support: While email is our primary channel, be adaptable to future support methods, including chat and phone support.

Product Support Agent

• Realizar o registro, processamento e faturamento de pedidos de produtos e serviços no sistema SAP.
• Emitir notas fiscais de acordo com as operações e legislações aplicáveis.
• Gerenciar a carteira de pedidos, acompanhando pendências (backlog) e atuando em conjunto com clientes e equipe Comercial para sua resolução.
• Prestar suporte aos clientes internos e externos sobre o status de pedidos em processamento e faturados.
• Apoiar a operação logística na correção de inconsistências relacionadas ao processamento de pedidos.
• Atuar em conjunto com as transportadoras para garantir o cumprimento das entregas.
• Registrar, acompanhar e gerenciar reclamações de clientes no SAP/Fiori.
• Elaborar, emitir e analisar relatórios do SAP para acompanhamento dos indicadores e da rotina operacional.
• Apoiar o processo de inventário anual.
• Desenvolver e manter controles operacionais em planilhas eletrônicas para suporte às atividades diárias.
• Dar suporte às áreas de Logística e Departamento Técnico na investigação de reclamações e desvios.

Customer Service Representative

• Provide reactive multi-channel support (online chat/WhatsApp, tickets/email, and video calls) and multi-product support (RDSM, RD CRM, and RD Conversas) to national and international customers;
• Investigate, analyze, and resolve technical issues, focusing on identifying root causes and proposing sustainable solutions;
• Ensure high-quality, solution-oriented, and empathetic support that empowers customers to use our solutions autonomously;
• Prioritize and organize support in high-demand environments while maintaining transparency, focus, and productivity;
• Monitor support and customer satisfaction metrics, ensuring quality standards and SLAs are met;
• Propose and implement day-to-day improvements that advance the team's mission, including sharing learnings with the team.

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