Talent Pool | 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 people who join our Customer Service team with a passion for the task. You will be the voice of our company to our valued customers. 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, providing comprehensive support for their activities and building relationships with customers. We believe that the future belongs to technological companies, not just commercial ones. We consistently deliver groundbreaking technologies used by giants to businesses of any size.

We provide advanced Marketing Automation solutions based on our algorithms, which are easy to install (Plug'n'Play). Our goal is to assist in understanding customer behavior (Customer Intelligence) and engaging them (Marketing Automation) through a comprehensive e-commerce marketing cloud.

Sounds interesting? Keep reading!

✨ What we can offer you:

• Joining a fantastic team passionate about building customer relationships and tools that support development in this field

• Training to prepare you for the role

• Working with international eCommerce company based in Poland

• Flat organizational structure, significant decision-making autonomy, and a real impact on the company's appearance – your opinion matters to us!

• Working in our office in São José dos Campos SP in a hybrid work model

• Competitive salary and benefits, with CLT Contract

• Food voucher;

• Transportation voucher or home office assistance;

• Gympass for you and your family;

• Health and dental insurance;

• English lessons;

• Gift on your birthday;

• Personal counseling with Mindgram including the option of participating in free psychotherapeutic visits;

• Salary range: R$2,5K - R$3,5K

🚀 What your typical day will look like:

• Service to edrone customers in all channels (e-mail, chat, whatsapp support) using Intercom.

• Collect feedback from our clients, always thinking about the constant improvement of the edrone’s product and our support for CX.

• Report bugs found in the platform and/or by our clients, 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, providing always the best CX.

• Participate in training with the support team to constantly improve the area, maintaining close contact between teams and developing deep technical knowledge and skills.

• 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.

🔍 This role is perfect for you if:

• 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: ownership, high-speed and ambition.

• Previous multi-channel customer service experience.

• 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.

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

🎯 Additionally, we appreciate if:

• You have previous experience in e-commerce or marketing - if you don't, it's not a problem!

• You have previous experience with B2B clients

📝 Recruitment Process:

• Filling out the recruitment form and attaching your CV

• Short online interview with recruiter Giovanna Dias, People & Culture Partner

• Online interview with Érico Azevedo, Customer Service Manager

• Decision regarding the offer and welcome on board! ⭐

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