Customer Experience Consultant I

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TIM Brasil

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1998

📡 Telecommunications

👥 B2C

Telecommunications • B2C

TIM Brasil is a major Brazilian telecommunications company that provides mobile phone services, fixed broadband (TIM Ultrafibra), 5G coverage, and related digital services and apps for consumers and businesses. The company offers prepaid, postpaid and family mobile plans, home internet packages, roaming options, value-added streaming and cloud partnerships, an online store and retail outlets, and customer self-service via the Meu TIM app.

📋 Description

• Responsible for ensuring the best customer service journey (inbound contact or via specific platforms), providing end-to-end handling of technical and commercial requests. • Receive, process, resolve, and communicate with customers (outbound contact and/or via email and messaging apps). • Provide customer service (external and internal) with the goal of ensuring the best customer journey, aiming to change a complainant’s perception to a positive satisfaction rating. • Interpret consumer complaints and act to correct root causes for both technical and commercial issues. • Document the handling of requests clearly and concisely to ensure customer understanding. • Ensure adherence (achievement of targets) to operational and business KPIs, maintaining the attainment of proposed goals. • Use technical and commercial tools and systems used in support to consult and record information. • Collaborate with internal departments via messaging apps, email, and phone to resolve customer issues.

🎯 Requirements

• High school diploma or equivalent. • Experience using IT resources and Microsoft Office suite (intermediate level or higher). • Experience working in customer service; experience with critical customers (appeals channels) and handling technical support requests is a plus. • Basic math skills.

🏖️ Benefits

• Medical and Dental Assistance * • Medication Benefit * • Gympass * • Meal and/or Food Allowance • Transportation Voucher • Private Pension Plan • Company mobile phone with unlimited data and voice allowance • Online English course extendable to one family member or friend • Internal Training and Development Program • Profit Sharing • "My First Benefit" - Support for children up to 2 years old • Daycare Reimbursement (for parents) • Flexible work models and schedules • Happy Day - Day off during your birthday month