Assistente de Relacionamento com o cliente

Job Title:Customer Success Assistant (Jr) (Assistente de Relacionamento com Cliente)

Reporting to:

Customer Success Manager

Location: Campinas

About Us

Oxitec is a pioneering biotechnology company developing safe, sustainable, and targeted biological pest control solutions. Our mission is to transform how the world controls insects that transmit diseases or damage crops — protecting communities and ecosystems and improving lives and livelihoods around the world. In Brazil, Oxitec is at the forefront of dengue prevention through Aedes do Bem and the Wolbachia Method, working closely with governments, companies, and communities.

We are a team of passionate individuals from 15 countries strongly committed to a set of values and principles and foster a culture of trust, respect, creativity, and accountability. Click here to read about our principles, and click here to read our CEO's blog on trust and our corporate culture.

Purpose of the Job

Oxitec Brazil is at the forefront of advancing ground-breaking biological pest control technologies to save lives and improve livelihoods. Known throughout Brazil for our first-in-class Aedes do Bem mosquito technology, we are now seeking a Customer Success Assistant to act as the primary interface between Oxitec and its clients or potential customers through multiple contact channels. This is a dynamic position for a proactive, communicative, and organized professional who enjoys connecting with people, solving problems, and supporting impactful public-health and agricultural initiatives.

Responsibilities

• Serve as the main point of contact for inquiries from municipalities, partners, and the public via phone, WhatsApp, website chat, and email.
• Provide helpful customer service regarding complaints or returns, providing guidance in accordance with company policy and the Consumer Protection Code.
• Respond promptly, professionally, and accurately to questions about all Oxitec's technologies.
• Follow up with customers regarding complaints and their appropriate resolution, as well as satisfaction with products/services purchased.
• Triage incoming leads and messages, routing them to the appropriate sales, technical, or operations teams.
• Maintain detailed records of all interactions in Oxitec's CRM and communication platforms.
• Update data on the company's active and inactive customers, seeking to structure the customer portfolio.
• Contact customers for feedback on the product and/or service, as well as evaluate the company and relevant criteria for analysing its market positioning.
• Provide an exceptional customer experience that reflects Oxitec's mission and values.

Skills, Experience, and Education Requirements

• Minimum 2 years of experience in Customer Support; experience in public health and agriculture are an advantage.
• Excellent verbal and written and communication skills; English is not a pre-requisite but an advantage.
• Experience with Zendesk, RD Station CRM and MKT, Shopify and Dynamics 365 platforms are desirable.
• A passion for the Oxitec mission allowing you to build and nurture strong business networks across the market.

Behavioural Requirements

• Positive, co-operative, and professional always.
• Results-driven and passionate about generating adoption of innovative products and creating successful outcomes.
• Able to navigate external & internal interactions with tact and diplomacy, projecting credibility through communication style and presentation of thoughts when promoting ideas or managing conflict situations.
• Display excellent verbal & written communications centered on building trust, operating with respect, transparency, and integrity.
• Inspired to work in a growth-driven environment and open to rapid adaptation/change based on leadership directions and market opportunities.
• Commitment to and passion for the Oxitec mission.