Customer Happiness Associate - Exclusive for People with Disabilities - PWD (Analista de Experiência do Cliente - Exclusiva para PCD) – São Paulo (Hybrid)
Core
Resolve escalated customer inquiries and support B2B clients in Brazil with empathy and ownership to build long-term trust.
Role type
Customer Happiness Associate (Customer Support)
Builds
B2B payment platform and corporate card services
Domain
Fintech / B2B Payments
Deliverable
client delivery
Required skills
Zendesk (Advanced), CRM tools (Hubspot), Google Drive, Office tools, Portuguese (working proficiency), English (Intermediate reading/writing)
Preferred skills
AI tools for support workflows, SQL/spreadsheets for trend analysis, Spanish
Responsibilities
Handle and resolve escalated customer inquiries via email, chat, and phone; Investigate problems thoroughly and document findings; Proactively reach out to customers to provide solutions and support; Offer options for cancellations or returns focusing on retention; Identify and propose process improvements based on feedback; Manage multiple tickets and priorities simultaneously