• Serve as the first point of contact for users, responding to inquiries through phone and email via Zendesk while delivering a positive and professional customer experience. • Use consistent troubleshooting techniques to quickly and efficiently identify the source of customer issues and provide timely, accurate, and appropriate solutions. • Handle reimbursement, compliance, documentation, and program-related inquiries with accuracy, empathy, and attention to detail. • Properly document, track, and manage customer issues and resolutions in accordance with established processes. • Follow escalation procedures as required, partnering with internal teams to ensure timely resolution of complex issues. • Educate users on Cardata products, program features, workflows, and navigation of Cardata Cloud and the Cardata Mobile App by sharing relevant resources and guidance. • Review compliance documentation to ensure information aligns with program specifications, policies, and requirements. • Identify recurring customer issues, usability challenges, and resource gaps, and recommend improvements to processes, documentation, and support resources. • Create, maintain, and contribute to internal and customer-facing knowledge base content, FAQs, and support documentation to improve self-service and operational efficiency. • Collaborate cross-functionally with Customer Success, Finance, Sales, Product, and other teams to resolve customer concerns and improve the overall customer experience. • Share customer feedback, trends, and actionable insights with internal stakeholders to help drive product and process improvements. • Participate in team meetings, training sessions, and continuous learning opportunities to maintain expertise in Cardata products, programs, and policies. • Meet or exceed key performance indicators (KPIs), including response time, resolution time, customer satisfaction, and quality standards.

• Handle inbound customer enquiries via email, chat, and phone, resolving issues efficiently and with care • Diagnose and troubleshoot technical issues, across all of our APIs • Maintain accurate records of customer interactions and resolutions in our CRM system • Identify patterns in customer feedback and communicate recurring issues to Product and Engineering teams to drive continuous improvement • Contribute to the development of help centre content, FAQs, and support documentation in both Brazilian Portuguese and English • Consistently meet or exceed service level agreements (SLAs) for response time and resolution quality • Collaborate with cross-functional teams including Product, Engineering, and Compliance to resolve complex cases and improve the end-to-end customer journey

• Actively listen and be an advocate for customers • Resolve customer inquiries and issues efficiently • Educate customers about available resources and assist them in navigating their options • Anticipate customer needs and provide proactive solutions to enhance satisfaction • Collaborate with team members and other departments to address service issues

Role Description To support our growth in Germany, CIPEM (ICAPE Group subsidiary) is looking for a Customer Service Assistant (m/f/d) with a first experience in customer service, sales administration or international business. This is a part‑time remote role, working 25 hours per week over 5 days. Your role: - Support the daily management of customer orders and ensure smooth coordination between customers, suppliers and internal teams. - Play a key role in delivering high‑quality service and maintaining strong customer relationships. Our solutions include: - Custom‑made technical parts (plastic, metal, batteries, power supplies, cables, keyboards, transformers, etc.) - Electro‑mechanical components for multiple industrial sectors. Your responsibilities: - Process and follow up customer orders in line with contract review. - Support the creation and maintenance of strong, trusting relationships with customers. - Act as a coordination point between customers, suppliers, carriers, sales teams and internal departments. - Prepare pro forma invoices, invoices and credit notes (in case of disputes). - Answer incoming calls, provide basic information or redirect inquiries. - Maintain accurate administrative records and documentation. - Assist in improving processes and updating department procedures. Qualifications - Degree in International Business, Sales Administration or similar preferred. - First experience in customer service, administration or a commercial support role. - Fluent in German and English (additional languages are a plus). - Knowledge of SAP is an advantage. - Strong interpersonal and communication skills. - Organized, detail‑oriented and rigorous. - Team player with a proactive attitude. - Good analytical skills. - Interest in administrative and coordination tasks. Benefits - Permanent part‑time contract (25h/week). - Competitive salary based on experience – show us what you can do. - Fully remote position in Germany. - International and collaborative work environment. - Opportunities for growth within a fast‑growing global group. - Position open to applicants with disabilities.