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Bacharelado em Administração, Gestão da Qualidade, Comunicação ou áreas correlatas;Experiência prévia em funções de qualidade para atendimento ao cliente;Profundo conhecimento em ferramentas de CRM, preferencialmente Zendesk;Excelentes habilidades analÃticas e atenção aos detalhes;Forte capacidade de comunicação e habilidade para trabalhar em equipe;Capacidade de gerenciar múltiplas tarefas e projetos simultaneamente.Monitorar e avaliar a qualidade dos atendimentos ao cliente, incluindo chamadas telefônicas, e-mails e interações via Zendesk;Analisar regularmente os KPIs da área de atendimento ao cliente, identificando tendências e áreas de melhoria;Desenvolver e implementar planos de ação para a melhoria contÃnua dos processos de atendimento, com foco na redução do SLA e FCR;Revisar e atualizar periodicamente o material de suporte ao cliente, como FAQs e macros;Colaborar com a equipe de atendimento ao cliente para garantir a implementação de melhores práticas e procedimentos;Preparar relatórios detalhados sobre o desempenho da área e apresentar recomendações baseadas em dados;Participar de projetos de melhoria de processos e iniciativas de qualidade em toda o atendimento ao cliente;Manter-se atualizado com as últimas tendências e tecnologias em atendimento ao cliente e qualidade.
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