Especialista Suporte de Atendimento I (BKO)

Job description

**This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for an Especialista Suporte de Atendimento I (BKO) based in Brazil.** Join a customer-focused team dedicated to delivering empathetic, efficient, and personalized service experiences. As an Especialista Suporte de Atendimento I (BKO), you will support back-office operations involving sales contracts for voice and data products, ensuring that offers, signatures, and negotiations are correctly validated and recorded. You will handle customer and sales-related requests through internal systems, email, and phone when necessary, helping resolve critical cases and contractual questions. Your attention to detail and problem-solving skills will contribute to accurate processing, smooth operations, and improved customer satisfaction. This role is ideal for someone who enjoys investigating issues, managing priorities, and finding practical solutions in a dynamic service environment. After completing the required training, you will work remotely, collaborating with the team to ensure consistent service quality and operational excellence. ### Accountabilities - **Back-office operations:** Process offline back-office requests related to sales contracts for voice and data products, ensuring that each case is handled accurately and efficiently. - **Contract validation:** Verify product offers, customer signatures, and contractual information before registering negotiations in the relevant legacy systems. - **Customer and sales support:** Handle requests through internal systems and email, using phone communication when necessary to clarify information and resolve outstanding issues. - **Critical case management:** Investigate and process critical sales-related cases originating from retail stores, ensuring appropriate follow-up and timely resolution. - **Contractual assistance:** Identify questions, inconsistencies, and potential issues in product contracts, providing the necessary support to facilitate accurate processing. - **Customer experience:** Maintain a customer-focused approach throughout the resolution process, demonstrating empathy, professionalism, and clear communication. - **Information management:** Ensure that customer records, contract details, and negotiation information are correctly reviewed, updated, and documented. - **Problem-solving:** Analyze requests, identify the root cause of issues, and apply appropriate solutions while following established procedures. - **Service quality:** Follow operational guidelines and quality standards to support consistent outcomes, reduce processing errors, and improve customer satisfaction. - **Team collaboration:** Work collaboratively with colleagues and relevant teams to resolve complex cases, clarify information, and maintain efficient back-office workflows. ## Requirements - **Minimum age:** At least 18 years old. - **Education:** Completed high school education. - **Professional experience:** Previous experience in customer service and back-office operations. - **Communication skills:** Strong verbal and written communication, with the ability to explain information clearly and interact professionally. - **Computer skills:** Familiarity with Microsoft Office tools and good typing skills. - **Analytical thinking:** Ability to review information, identify inconsistencies, investigate issues, and make sound decisions. - **Customer orientation:** Empathy, patience, and a commitment to providing personalized, human-centered service. - **Problem-solving:** Ability to resolve requests efficiently, manage conflicts constructively, and maintain a positive attitude in challenging situations. - **Assertive communication:** Confidence in communicating findings, requesting clarifications, and managing expectations appropriately. - **Organization and attention to detail:** Ability to manage multiple requests, follow procedures, and maintain accurate records. - **Adaptability:** Willingness to work in a structured operational environment with defined service standards, targets, and deadlines. - **Remote training requirements:** Access to a desktop computer or laptop to participate in the home-office training program. - **Location accessibility:** Ability to access the operational base in São Caetano do Sul, São Paulo, when required. ## Benefits - **Monthly salary:** R$ 1,801.11. - **Remote work:** Home-office work arrangement after completion of training. - **Work schedules:** Available shifts are 9:00 AM–5:40 PM or 2:20 PM–10:00 PM. - **Work schedule:** 200 hours per month, on a 6x1 schedule with variable days off on weekends. - **Transportation allowance:** Support for commuting expenses, according to the applicable policy. - **Meal and food allowances:** Vale-refeição and/or vale-alimentação. - **Medical insurance:** Access to medical assistance. - **Dental insurance:** Access to dental care coverage. - **Life insurance:** Financial protection through life insurance. - **Funeral assistance:** Support for eligible funeral-related expenses. - **Family support benefits:** Childcare assistance, support for children with disabilities, babysitting assistance, and school transportation assistance, subject to applicable eligibility criteria. - **Pet plan:** Access to a pet-related benefits plan. - **Product discounts:** Special discounts on eligible products. - **Fitness and wellness:** Discounts on gyms and sports activities. - **Educational partnerships:** Discounts on courses and educational programs. - **Career development:** Opportunities for professional growth through an established career progression program.