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Customer Experience Consultant I
Location
Brazil
Posted
17 days ago
Salary
0
Seniority
Senior
Job Description
Customer Experience Consultant I
TIM Brasil
• 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.
Job Requirements
- 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
- 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
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