This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Assistente Atendimento I (Marketplace Out) based in Brazil.
This role is an opportunity to support customers in their digital purchasing journey, ensuring efficient and humanized service experiences.
You will be part of a customer-focused operation responsible for resolving marketplace requests and strengthening consumer relationships.
The position combines communication, problem-solving, process analysis, and the use of digital platforms.
You will handle different post-sales situations, including orders, deliveries, exchanges, refunds, and cancellations.
Working in a dynamic environment, you will contribute to improving service quality and customer satisfaction.
This is an ideal opportunity for professionals who are organized, proactive, and passionate about delivering excellent experiences.
Accountabilities:
The Assistente Atendimento I will be responsible for providing customer support across marketplace channels, ensuring accurate resolutions, maintaining service quality standards, and identifying opportunities to improve operational processes.
- Provide customer service through marketplace channels, delivering fast, clear, and customer-oriented solutions.
- Handle requests related to orders, deliveries, cancellations, refunds, exchanges, and post-sales support.
- Analyze each case according to marketplace policies and internal procedures to ensure appropriate resolutions.
- Act proactively to prevent and reduce impacts on store reputation by resolving issues within established SLAs.
- Register customer interactions accurately across internal systems and service platforms.
- Identify recurring issues and suggest improvements to operational processes.
- Meet productivity, quality, adherence, and customer experience performance goals.
Requirements:
The ideal candidate is a customer-focused professional with strong communication skills, organization, and the ability to work with digital platforms and service processes in a fast-paced environment.
- High school diploma required; higher education in progress is a plus.
- Previous experience in customer service, preferably within e-commerce or marketplace operations.
- Strong written and verbal communication skills.
- Analytical ability to evaluate situations and make appropriate decisions.
- Organization skills and ability to manage priorities effectively.
- Comfort using digital systems, platforms, and customer service tools.
- Collaborative, proactive profile with a strong focus on customer experience.
- Experience with marketplaces such as Mercado Livre, Amazon, Shopee, TikTok Shop, or similar platforms is a plus.
- Knowledge of CRM and service tools such as Salesforce, Zendesk, Gobots, or similar solutions is desirable.
- Familiarity with customer service metrics such as SLA, quality indicators, FCR, reputation, and productivity is a differential.
- Availability to work according to operational schedules is preferred.
Benefits:
- Medical and dental insurance.
- Medication assistance.
- Health support benefits for family members.
- Free psychotherapy sessions and telemedicine services.
- Flu vaccination programs and health initiatives.
- Meal voucher or on-site restaurant options, depending on work model.
- Food allowance and holiday food allowance.
- Fitness and wellness programs with access to gyms and activity studios.
- Remote work assistance for eligible work models.
- Pet health plan options.
- Birthday day off.
- Discounts on products and exclusive employee offers.
- Partnerships with stores, courses, academies, and services.
- Travel and accommodation programs.
- Childcare support and family assistance programs.
- Extended parental leave.
- Transportation allowance and parking support for eligible work models.
- Life insurance and financial security programs.
- Private pension plan.
- Consigned loan options.
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