Analista de Customer Support Senior
2 semanas atrás
Estamos revolucionando a distribuição B2B no Brasil com nosso inovador modelo DaaS (Distribution as a Service), que combina inteligência artificial e excelência operacional. Com um foco absoluto no cliente, capacitamos as marcas a se tornarem suas próprias distribuidoras, otimizando custos e prazos operacionais de maneira eficaz. Como uma startup ágil e dinâmica, oferecemos uma plataforma que simplifica a conexão entre marcas e varejistas. Nossos Consultores Inventa atuam como verdadeiros parceiros estratégicos, impulsionando as vendas e maximizando resultados. Nossa missão é ser um aliado confiável e o canal principal de distribuição, transformando o B2B em um processo mais ágil e eficiente. Junte-se a nós e faça parte dessa revolução que está moldando o futuro da distribuição no Brasil
Analista de Customer Support SeniorComo Analista de Customer Support Senior, você será responsável por garantir a satisfação de lojistas, fornecedores e clientes internos da Inventa, fornecendo um atendimento de excelência por meio de diversos canais de comunicação, como WhatsApp, E-mail, Chat e Telefone. Sua atuação será essencial para manter o alto padrão de qualidade do nosso atendimento, sendo o porta-voz tanto do cliente quanto da Inventa, para garantir uma experiência fluida e sem contratempos.
Suas Responsabilidades:- Governança do Atendimento ao Cliente: Monitorar os processos de atendimento ao cliente em diversos canais de comunicação, assegurando que as interações sejam realizadas conforme os padrões estabelecidos pela Inventa. Seu foco será garantir que o atendimento seja eficaz e que todas as etapas do processo de suporte sejam seguidas corretamente, sem envolvimento direto na execução das tarefas operacionais.
- Suporte a Clientes Internos e Externos: Oferecer apoio contínuo às equipes internas e aos clientes externos, fornecendo informações precisas sobre status de atendimento, prazos e resoluções de problemas. Seu papel será garantir que as necessidades dos clientes sejam atendidas com clareza e eficiência, sempre agindo como elo de comunicação entre as partes.
- Monitoramento de Indicadores de Satisfação: Acompanhar métricas e indicadores de performance, como CSAT, NPS e avaliações externas, propondo melhorias contínuas para otimizar a experiência do cliente. Sua atuação será voltada para garantir a melhoria constante da qualidade do atendimento, sempre com foco na satisfação do cliente e na reputação da Inventa.
- Análise e Melhoria Contínua: Analisar dados relacionados ao atendimento e identificar oportunidades de melhoria nos processos de suporte. Com base em sua análise, propor melhorias contínuas para otimizar a eficiência do atendimento e contribuir com insights para reduzir custos e melhorar os resultados de satisfação.
- Experiência prévia em Atendimento ao Cliente: Experiência em Customer Support, preferencialmente em empresas de tecnologia, e-commerce ou startups. Experiência com múltiplos canais de atendimento será um diferencial.
- Habilidades Técnicas: Domínio de ferramentas de atendimento e análise de dados (ex: Kustomer, Excel, Google Sheets). Conhecimento de indicadores-chave de performance (KPIs) como CSAT e NPS.
- Competências: Comunicação eficaz: Capacidade de se comunicar de forma clara e empática com clientes internos e externos. Organização: Habilidade para gerenciar múltiplos atendimentos e garantir que os prazos sejam cumpridos. Análise crítica: Capacidade analítica para interpretar dados e propor melhorias contínuas. Proatividade: Capacidade de antecipar problemas e sugerir soluções eficazes.
- VA/VR: No Cartão Flash, você utiliza conforme sua conveniência.
- Plano de Saúde: Amil.
- Plano Odontológico.
- Plano Pet: Petlove.
- Descontos especiais com a Esalq USP e outras instituições de ensino, visando potencializar seu desenvolvimento.
- Incentivo para desenvolvimento profissional.
- Clube de descontos.
- TotalPass.
- Licença Maternidade/Paternidade.
- Auxílio Creche.
- Dia de folga no aniversário.
- Seguro de vida.
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