Assistente Atendimento I (Marketplace Out)

**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.