Victoria Rocha Email and Phone Number

• Provide timely and effective assistance to customers, addressing inquires and resolving issues with a focus on customer satisfaction • Manager customer interactions via various channels, including phone, email, and chat, maintaining a professional and helpful demeanor • Document and categorize customer inquiries and issues for analysis and improvement • Analyze key service performance indicators using Excel/Google Sheets for data-driven decision-making • Facilitate… Show more • Provide timely and effective assistance to customers, addressing inquires and resolving issues with a focus on customer satisfaction • Manager customer interactions via various channels, including phone, email, and chat, maintaining a professional and helpful demeanor • Document and categorize customer inquiries and issues for analysis and improvement • Analyze key service performance indicators using Excel/Google Sheets for data-driven decision-making • Facilitate communication among different stakeholders, focusing on ticket resolution and proposing long-term solutions to minimize future incidents • Collaborate closely with the operations team to ensure efficient execution of SOPs • Adapt to changing scenarios with flexibility and creativity • Contribute to the development of automated support with cross-functional teams to ensure scalability • Identify trends in customer feedback and communicate insights to the broader team for continuous improvement • Contribute to the development and maintenance of a comprehensive knowledge base for customer support Show less

• Manage Social Listening Tools: Configure and utilize advanced social listening tools to collect and analyze data from diverse online sources, including social networks, online forums, blogs, and news sites.• Monitor brand mentions: Monitor mentions of the company's brand, products, services and campaigns in real time across all relevant online channels.• Analyze data in depth: Extract valuable insights from the data collected, identifying trends, patterns, feelings and topics relevant… Show more • Manage Social Listening Tools: Configure and utilize advanced social listening tools to collect and analyze data from diverse online sources, including social networks, online forums, blogs, and news sites.• Monitor brand mentions: Monitor mentions of the company's brand, products, services and campaigns in real time across all relevant online channels.• Analyze data in depth: Extract valuable insights from the data collected, identifying trends, patterns, feelings and topics relevant to the brand.• Identify opportunities and challenges: Use insights to identify opportunities for growth, improvements in the customer experience and resolution of problems.• Evaluate campaigns impact: Monitor the performance of the company's marketing and communication campaigns on social networks, evaluating reach, engagement and return on investment.• Identify trends and opportunities: Detect emerging trends in the market and society that may impact the company, in addition to identifying opportunities to improve products, services and strategies.• Actions Implementations: Monitor recommended actions and evaluate their impact on the company's results. Show less

• Develop a solid and trusting relationship between customers and the company, ensuring the traceability of information and service history.• Manage the resolution of customer problems and complaints.• Develop a thorough understanding of customer needs.• Anticipate and bring improvements to possible changes of customer need's.• Manage/Intermediate communication between customers and internal teams.• Check documents and operate other administrative demands, such as security… Show more • Develop a solid and trusting relationship between customers and the company, ensuring the traceability of information and service history.• Manage the resolution of customer problems and complaints.• Develop a thorough understanding of customer needs.• Anticipate and bring improvements to possible changes of customer need's.• Manage/Intermediate communication between customers and internal teams.• Check documents and operate other administrative demands, such as security confirmations, issuing reports and ensuring service security.• Reduce churn rate, assisting when necessary and maintaining assertive, direct and proactive communication with the platform's customers.• Monitor the customer's journey until completion, ensuring satisfaction and excellence.• Assistance in resolving problems in services already carried out by the team.• Respond to demands from the Reclame Aqui platform, solving typical and atypical problems, guaranteeing the final solution and the company's reputation. Show less

• Provide assistance via chat, email, telephone and WhatsApp. • Manage the resolution of customer problems and complaints. • Validate documents and other administrative demands, such as carrying out security confirmations, issuing reports and ensuring service security. • Reduce churn rate, assisting when necessary and maintaining assertive, direct and proactive communication with the platform's customers.

• Provide hardware/software/network troubleshooting/diagnosis via telephone to customer end users. • Escalate issues to the internal IM support team. • Coordinate and manage relationships with vendors and support staff that provide hardware/software/network problem resolution. • Administer and provide user access and exit controls. • Use the Call Tracking System to document and manage problems and work requests and their respective resolutions and deviations. • Work closely… Show more • Provide hardware/software/network troubleshooting/diagnosis via telephone to customer end users. • Escalate issues to the internal IM support team. • Coordinate and manage relationships with vendors and support staff that provide hardware/software/network problem resolution. • Administer and provide user access and exit controls. • Use the Call Tracking System to document and manage problems and work requests and their respective resolutions and deviations. • Work closely with help desk colleagues in cross-training, developing/implementing operational excellence procedures, and promoting teamwork. • Work closely with the I.M. support team to gain technical expertise and permanently resolve chronic issues. Show less

• Provide assistance via chat, email, telephone and WhatsApp. • Manage the resolution of customer problems and complaints. • Validate documents and other administrative demands, such as carrying out security confirmations, issuing reports and ensuring service security. • Reduce churn rate, assisting when necessary and maintaining assertive, direct and proactive communication with the platform's customers.

• Customer service by telephone. • Problem solving, providing support and active listening. • Assistance with payments, product procurement and customer delight.