Helping people love where they live
Grupo QuintoAndar | Customer Service Analyst (ImovelWeb)
Location
Brazil
Posted
2 days ago
Salary
0
Seniority
Mid Level
No structured requirement data.
Job Description
Grupo QuintoAndar | Customer Service Analyst (ImovelWeb)
Grupo QuintoAndar
Role Description O time de Atendimento ao Cliente (Imovelweb) é a porta de entrada para a interação com nossos usuários. Operamos em um modelo de portal imobiliário voltado para a divulgação de anúncios de corretores, imobiliárias e proprietários parceiros. Diferente do ecossistema de transações do QuintoAndar, o portal atua estritamente como mídia de veiculação. O time de SAC acolhe as demandas iniciais (Nível 1), resolvendo problemas essenciais do dia a dia e direcionando fluxos complexos para as áreas técnicas (TI) ou comerciais correspondentes. Responsabilidades - Atendimento Multicanal Dinâmico: Prestar suporte operacional e atendimento receptivo de alta qualidade simultaneamente via Telefone (VoIP), WhatsApp e E-mail. - Resolução de Primeiro Nível: Identificar necessidades dos clientes, sanar dúvidas operacionais comuns e solucionar intercorrências recorrentes como problemas de login e ajustes básicos em anúncios. - Gestão e Registro de Chamados: Registrar detalhadamente os históricos de atendimentos nos sistemas internos, monitorando a evolução do suporte até a tratativa final. - Interface e Direcionamento: Atuar em sinergia com outras estruturas corporativas, transferindo chamados avançados de TI (via Jira) ou demandas de negociação contratual e faturamento para os executivos de contas comerciais. - Atualização Contínua: Absorver e aplicar os treinamentos internos fornecidos sobre os fluxos operacionais e ferramentas proprietárias. Qualifications - Experiência em Atendimento: Vivência prévia consolidada em posições de suporte ao cliente, SAC ou central de atendimento. - Dinamismo e Perfil Multitarefa: Capacidade comprovada de equilibrar múltiplos canais de contato de forma ágil e organizada (gestão simultânea de chamadas e mensagens em tempo real). - Comunicação de Impacto: Excelente desenvoltura em comunicação verbal e escrita, com escuta ativa apurada e habilidade de conduzir interações sob cenários de estresse ou fricção. - Paciência e Resiliência: Maturidade comportamental para lidar com perfis diversos de clientes e problemas de variadas complexidades. - Organização e Foco em Solução: Alta atenção a detalhes para o controle de fluxos de chamados, com foco na experiência e satisfação do usuário. Requirements - Experiência prévia com atendimento via Reclame Aqui. - Domínio ou familiaridade com ecossistemas de CRM e ferramentas de ticket como Salesforce, Botmaker e Jira. Benefits - Salário competitivo - PLR - Participação nos Lucros e Resultados - Remuneração variável (Somente para vagas comerciais) - Vale Refeição e Alimentação - Plano de saúde - Plano odontológico - Seguro de vida - Auxílio creche e Auxílio parentalidade atípica - Wellhub - Auxílio home office - QuintoCare: Nosso programa de apoio (saúde mental, assistência social, apoio jurídico e financeiro) - Licença parental estendida - Dia livre de aniversário, Dia das Mães e Dia dos Pais - Clube de Benefícios (descontos em serviços do dia a dia) - Descontos em instituições de ensino - Kit leiturinha para crianças - Playkids
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