Jr. Customer Support Agent

As a Customer Support Specialist, you will be the first point of contact for customers, partners, and internal teams, playing a central role not only in traditional customer support but also in supporting the smarts category and coordinating training and travel associated with this role. We are looking for someone capable of ensuring efficient, empathetic, and resolute service, but also able to take on additional responsibilities linked to the technical context of our smarts.

• Customer Service: Manage and respond to customer inquiries via email, telephone, and chat, ensuring fast and efficient service;

• Technical Support for Smarts: Provide specialized support related to our Smarts category (configuration, usage, technical troubleshooting), ensuring that customers understand and get the most out of the products.

• Problem Solving: Provide support in resolving issues related to products, orders, warranties, and repairs, following each case through to its satisfactory resolution;

• Order Tracking: Verify order status, track shipping processes, and interact with the logistics team to ensure timely deliveries;

• Complaint Management: Resolve complaints professionally, ensuring an empathetic and solution-oriented approach;

• Interdepartmental Collaboration: Work in close collaboration with the operations, logistics, and sales teams to ensure the best possible customer experience;

• Analysis and Reporting: Maintain a detailed record of customer interactions and relevant feedback, identifying patterns and opportunities for improvement;

• Online Review and Feedback Management: Support the monitoring of and response to customer reviews and comments on online platforms, ensuring a positive brand image;

• Creation of Support Materials: Contribute to the creation and improvement of customer support materials, such as FAQs, user guides, and service scripts;

• Improvement Suggestions: Identify opportunities to optimize service processes and propose solutions that increase efficiency and customer satisfaction.

• At least 1 year of experience in customer service roles, preferably in e-commerce or retail;

• Excellent written and verbal communication skills in Portuguese and English (other languages are a plus);

• Problem-solving ability and customer focus;

• Good time management and organization, with attention to detail;

• Proactivity, empathy, and a positive attitude;

• Affinity with the fashion/accessories sector is valued.