About this role

Provide omnichannel customer support (phone, chat, email, social media, and platforms such as Reclame Aqui).
Operate according to e-commerce business rules, including:
Exchanges and returns processes in compliance with the Brazilian Consumer Protection Code (Código de Defesa do Consumidor
CDC).
Order cancellations (before and after invoicing/shipment).
Refunds and issuance of store credit/vouchers.
Support customer retention initiatives by identifying cancellation risk and applying company-approved strategies.
Use customer service systems (CRM / SAC), opening, tracking, and closing tickets while ensuring a complete service history.
Operate order, payment, and logistics systems, tracking statuses, timelines, and incidents.
Monitor and track customer service KPIs such as SLA, contact rate, retention, repeat contact rate, and productivity.
Ensure clear, concise written communication in formal interactions, emails, and public responses.
Contribute to continuous process improvement by identifying recurring issues and suggesting operational adjustments.

Bachelor's degree completed or in progress in Administration, E-commerce, Digital Business, Logistics, Information Technology, or related fields.
Knowledge of the Brazilian Consumer Protection Code (Código de Defesa do Consumidor
CDC) as applied to e-commerce.
Knowledge of customer service best practices and SAC.
Experience or familiarity with after-sales/customer service in e-commerce.
Intermediate to advanced skills in Excel or Google Sheets.
Knowledge of Customer Service and Customer Experience.

Junior E-commerce Assistant

Key skills