Especialista Suporte de Atendimento I (BKO)

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.

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.