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TIM Brasil

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Customer Experience Consultant I

Location

Brazil

Posted

17 days ago

Salary

0

Seniority

Senior

High SchoolPortuguese

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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