Customer Service Specialist

Do you want to become a key figure in solving our customers problems and promoting improvements in our processes and products At edrone we are looking for talents who want to join our Customer Service team with a passion for the task. You will be the voice of our company to our valued customers and the bridge between clients and product. Your passion for helping people and solving problems will make all the difference ensuring exceptional experiences in every interaction.

Our Product:

We are an AI-based e-CRM dedicated to e-commerce companies to support their operations and build close relationships with their customers. We believe that the future belongs to technology companies not commerce companies. We continuously deliver breakthrough technologies used by giants to companies of all sizes.

We provide advanced Marketing Automation solutions based on our algorithms that are easy to install (PlugnPlay). Our main goal is to help you understand customer behavior (Customer Intelligence) and engage them (Marketing Automation) with a comprehensive e-commerce marketing cloud.

Sounds interesting Keep reading!

What We Offer:

• Health & dental insurance

• TotalPass

• Food & transportation voucher

• Free English lessons

• Therapy sessions (Telavita)

• SESC full credential

• A dynamic innovative environment

• Performance-based commission

• Hybrid work model São José dos Campos office (at least 2 times per week)

What your typical day will look like:

• Service to Edrone customers in all channels (e-mail chat whatsapp support) using Intercom;

• Report and escalate bugs/situations found in the tool opening JIRAS to our TECH team;

• Always promote the value of Edrone in each service offering a clear humanized and objective service to all platform users;

• Ensure our knowledge base articles are regularly refreshed keeping our materials consistently up to date;

• Participate in training with the Polish service team to constantly improve the area maintaining close contact between teams;

• Collect feedback through surveys always thinking about the constant improvement of customer service;

• Promote our products events and knowledge base to our entire customer base during interactions;

• Searching for external references on customer service filtering the best practices and applying them in our work routine.

What we are looking for:

• Experience in Support Technical Support Account Management or Customer Success

• Strong relationship & social flexibility management skills

• Knowledge of eCommerce marketing and data-driven decision-making

• Intermediate English (B2 level)

This role will be perfect for you if:

• Able to clearly identify and understand our customers needs and solve them following our quality standards including proposing improvements to our processes products and auto service knowledge.

• Having a strong focus on learning the technicalities around the product and our ecosystem such as technical support.

• You have experience and enjoy working with customers and building relationships with them is second nature to you

• English speaker as an international company you will be in contact with english constantly

• You are not afraid of new challenges and your energy and proactive approach make no task daunting!

• A lot is happening here so if you work well under time pressure while maintaining calmness and effectiveness we will definitely get along!

• You can work independently and are not afraid to take responsibility for your actions - ownership is key to our success!

• Continuous development and improving qualifications are an integral part of your life - we care about you being able to grow with us every day!

• Your strengths include a basic understanding of marketing or an interest in eCommerce and the world of trends and innovations is a natural environment for you

• Perfect writing and speaking skills.

• Open to changes and also to our feedback culture. Building and maintaining exceptional culture with 3 key values: transparency high-speed and ambition.

• Previous multi-channel customer service experience.

• Not wait for perfect solutions. Constantly sharing your operation vision opportunities identified and proposing improvements to the process product and team.

Bonus if you have:

• You have previous experience in e-commerce or technical support - if you dont its not a problem!

• You have previous experience with B2B clients.

• Previous experience in CRM ecosystem

Recruitment Process

1. Apply on TeamTailor

2. Interviews:

a. 30 minutes interview with Giovanna Dias our People & Culture Partner;

b. 45 minutes interview with Erico Azevedo Service Manager;

c. Final decision & feedback.

Ready to grow with us Apply now!

Regardless of the decision after each stage you will always receive feedback regarding your candidacy.