43 Empregos para Contact center - Santo André

OPTIVIQ Inc. with roots in the Pulp & Paper Industry for nearly 40 years, holding the exclusive global license for the distribution and support of OptiVision™, a leading software solution for managing complex manufacturing processes. Owned by Constellation Software Inc., a global leader in vertical market software, we offer a unique environment that combines the flexibility of a medium-sized company with the opportunities and resources of a 50,000+ employee organization.

Division Link:

Job Description

The OptiVision™ Account Manager plays a critical role in managing and nurturing relationships with key customers. This role is responsible for being the primary point of contact for customer communication of technical topics, working with multiple accounts, and ensuring that customer needs are met by overseeing ticket management, release testing, and handling the estimation of enhancements process. The Account Manager will collaborate closely with the Customer Experience Manager, other Account Managers and internal teams to resolve customer issues in a timely manner and drive customer satisfaction.

Essential Duties And Responsibilities

Primary Customer Communication:

Serve as the key point of contact for assigned customers, maintaining regular communication and building strong relationships.

Product Knowledge:

Continue to develop and maintain a deep understanding of OPTIVIQ’s software solutions, including OptiVision™. Stay current with new product releases, features, and updates to provide accurate information and guidance to customers.

Customer Business Process Knowledge:

Continuously gain knowledge of the customer’s business processes and how they intersect with OptiVision™ and other OPTIVIQ software solutions. Understand customer-specific workflows and requirements.

Ticket Management:

Oversee and manage customer tickets, ensuring timely responses and resolutions. Collaborate with support teams to escalate issues when necessary and track progress.

Release Testing (for Customers):

Coordinate and manage the testing of new releases for customers, ensuring that updates or new features function correctly in customer environments.

Enhancement Estimate Process:

Upon request from customers, create Enhancement Tickets, Statements of Work, Estimation of Efforts and Documents of Understanding, working closely with the Customer Experience Manager for the generation of quotes and proposals. Liaise with internal departments to track and fulfill customer requests.

Customer/Product Issue Resolution:

Identify and resolve customer and product-related issues. Serve as a problem-solving resource for customers and coordinate solutions with other departments.

Collaboration with Account Managers:

Work closely with other Account Managers to share knowledge, insights, and best practices. Collaborate on cross-functional customer projects and initiatives.

Timecard Maintenance:

Ensure proper timecard management for customer-related activities, ensuring accurate time tracking for billing and project purposes.

Knowledge of Tools and Reporting:

Develop expertise in the tools and reporting systems used by OPTIVIQ to manage customer accounts, monitor service delivery, and report on customer metrics.

Regular Customer Meetings:

Organize and participate in regular customer meetings to discuss ongoing projects, updates, and any outstanding issues. Maintain a proactive approach to customer engagement.

Manages Multiple Customers:

Successfully manage multiple customer accounts simultaneously, ensuring that each customer receives a high level of service and attention.

Required Skills & Experience

Product Knowledge:

• Experience in using, configuring, supporting and maintaining OptiVision™
• Experience in the Pulp and Paper industry

Customer Relationship Management:

• Proven experience managing key accounts in a B2B environment, preferably within a software or technology company.

Business Process Understanding:

• Ability to understand complex customer business processes and how they relate to the implementation and use of OptiVision™.

Issue Resolution

• Strong problem-solving skills with a focus on identifying root causes and delivering effective solutions.

Communication Skills:

• Excellent verbal and written communication skills, with the ability to convey complex technical concepts in a clear and concise manner.
• Portuguese and English – Advanced Level

Ability to Travel Internationally

Organizational Skills:

Ability to manage multiple customer accounts, prioritize tasks, and meet deadlines.

Technical Aptitude:

Experience with CRM systems, service ticketing tools, and reporting systems.

Team Collaboration:

Ability to work well in cross-functional teams and share knowledge with peers.

Desired Skills & Experience

Bachelor’s degree in business, technology, or related field, or equivalent work experience.

A minimum of 5 years in a customer-facing role with account management experience.

Familiarity with SQL or other database querying skills is a plus.

Essential Functions

For up to 8 hours per day you must be able to fully utilize standard computer equipment, required programs, phone, and office equipment. You must be able to lift and carry a laptop computer.

OPTIVIQ Inc. with roots in the Pulp & Paper Industry for nearly 40 years, holding the exclusive global license for the distribution and support of OptiVision™, a leading software solution for managing complex manufacturing processes. Owned by Constellation Software Inc., a global leader in vertical market software, we offer a unique environment that combines the flexibility of a medium-sized company with the opportunities and resources of a 50,000+ employee organization.

Division Link:

Job Description

The OptiVision™ Account Manager plays a critical role in managing and nurturing relationships with key customers. This role is responsible for being the primary point of contact for customer communication of technical topics, working with multiple accounts, and ensuring that customer needs are met by overseeing ticket management, release testing, and handling the estimation of enhancements process. The Account Manager will collaborate closely with the Customer Experience Manager, other Account Managers and internal teams to resolve customer issues in a timely manner and drive customer satisfaction.

Essential Duties And Responsibilities

Primary Customer Communication:

Serve as the key point of contact for assigned customers, maintaining regular communication and building strong relationships.

Product Knowledge:

Continue to develop and maintain a deep understanding of OPTIVIQ’s software solutions, including OptiVision™. Stay current with new product releases, features, and updates to provide accurate information and guidance to customers.

Customer Business Process Knowledge:

Continuously gain knowledge of the customer’s business processes and how they intersect with OptiVision™ and other OPTIVIQ software solutions. Understand customer-specific workflows and requirements.

Ticket Management:

Oversee and manage customer tickets, ensuring timely responses and resolutions. Collaborate with support teams to escalate issues when necessary and track progress.

Release Testing (for Customers):

Coordinate and manage the testing of new releases for customers, ensuring that updates or new features function correctly in customer environments.

Enhancement Estimate Process:

Upon request from customers, create Enhancement Tickets, Statements of Work, Estimation of Efforts and Documents of Understanding, working closely with the Customer Experience Manager for the generation of quotes and proposals. Liaise with internal departments to track and fulfill customer requests.

Customer/Product Issue Resolution:

Identify and resolve customer and product-related issues. Serve as a problem-solving resource for customers and coordinate solutions with other departments.

Collaboration with Account Managers:

Work closely with other Account Managers to share knowledge, insights, and best practices. Collaborate on cross-functional customer projects and initiatives.

Timecard Maintenance:

Ensure proper timecard management for customer-related activities, ensuring accurate time tracking for billing and project purposes.

Knowledge of Tools and Reporting:

Develop expertise in the tools and reporting systems used by OPTIVIQ to manage customer accounts, monitor service delivery, and report on customer metrics.

Regular Customer Meetings:

Organize and participate in regular customer meetings to discuss ongoing projects, updates, and any outstanding issues. Maintain a proactive approach to customer engagement.

Manages Multiple Customers:

Successfully manage multiple customer accounts simultaneously, ensuring that each customer receives a high level of service and attention.

Required Skills & Experience

Product Knowledge:

• Experience in using, configuring, supporting and maintaining OptiVision™
• Experience in the Pulp and Paper industry

Customer Relationship Management:

• Proven experience managing key accounts in a B2B environment, preferably within a software or technology company.

Business Process Understanding:

• Ability to understand complex customer business processes and how they relate to the implementation and use of OptiVision™.

Issue Resolution

• Strong problem-solving skills with a focus on identifying root causes and delivering effective solutions.

Communication Skills:

• Excellent verbal and written communication skills, with the ability to convey complex technical concepts in a clear and concise manner.
• Portuguese and English – Advanced Level

Ability to Travel Internationally

Organizational Skills:

Ability to manage multiple customer accounts, prioritize tasks, and meet deadlines.

Technical Aptitude:

Experience with CRM systems, service ticketing tools, and reporting systems.

Team Collaboration:

Ability to work well in cross-functional teams and share knowledge with peers.

Desired Skills & Experience

Bachelor’s degree in business, technology, or related field, or equivalent work experience.

A minimum of 5 years in a customer-facing role with account management experience.

Familiarity with SQL or other database querying skills is a plus.

Essential Functions

For up to 8 hours per day you must be able to fully utilize standard computer equipment, required programs, phone, and office equipment. You must be able to lift and carry a laptop computer.

About Credix

Credix is a FinTech company dedicated to growing businesses in Latin America. Building on our expertise, we now focus on providing a tailored Buy Now, Pay Later (BNPL) solution for B2B transactions in Brazil with our platform, CrediPay. CrediPay is created to help business grow their sales and improve their cashflow efficiency through seamless and risk-free credit offering. Sellers offer their buyers flexible payment terms at an attractive price point and receive upfront payments. We manage and protect our clients from any credit & fraud risk, letting them focus only on what matters: increased sales and profitability.

Why choose Credix?

• Become part of a forward-thinking start-up where boldness and a commitment to excellence are paramount, and your personal and professional development is at the forefront.
• Work alongside a dedicated team of bright individuals driven by an Olympian mindset to excel in every aspect of our operations. Together, we aim to build with velocity, utilizing innovative embedded finance strategies to expand business operations in Latin America.
• Experience a close and supportive work atmosphere where collaboration thrives, wise judgment guides our decisions, and you can learn, grow, and take on meaningful responsibilities.

About the job

We are looking for someone to join the Credix Operations team as an Customer Support Analyst. You love serving clients and providing recommendations on how we can improve efficiency and effectiveness across our organization. You understand the needs of the organization and make changes to streamline operations.

Qualifications

• Fluent in English and Portuguese, both written and verbal.
• Passionate about the customer journey and willing to embrace a continuous improvement mindset, always seeking ways to optimize processes, improve performance, and innovate.
• You are open to feedback and willing to experiment with new approaches.
• Excellent problem-solving skills: you can quickly learn complex systems, break down problems, and develop rigorous and quantitative arguments to inform decision-making.
• You are proactive and a fast learner.
• Enthusiastic team player with a strong work ethic, entrepreneurial spirit, and ability to thrive in a fast-paced environment.
• Strong analytical mindset combined with outstanding interpersonal and communication skills.

Responsibilities

• Spend 90% of your time on daily customer support operations, ensuring a seamless experience for customers by addressing inquiries, resolving issues, and maintaining high service standards.
• Act as a key user for customer support systems, ensuring smooth operation and effective use of tools and technology.
• Represent the customer’s voice within the organization, collecting and analyzing feedback to identify recurring challenges and improvement opportunities.
• Dedicate 10% of your time to process improvement, redesigning workflows, and implementing enhancements to improve efficiency, reduce resolution times, and scale operations.
• Maintain and update the customer knowledge center, ensuring it reflects accurate and up-to-date information based on common inquiries and feedback.
• Support the Product & Growth teams by structuring and sharing customer insights that inform product development and strategic initiatives.

What we offer

Collaboration and team spirit thrive best in an in-office environment. Our office provides a vibrant and engaging workspace where team members can connect, innovate, and grow. With access to our offices in Sao Paulo, you’ll immerse yourself in a culture of innovation and collaboration.

But that’s just the beginning - here’s what else we offer:

• A culture of learning and experimentation: where you are encouraged to explore new ideas and technologies
• Competitive salary package: Your hard work deserves recognition, and we ensure you’re well-rewarded for your contributions.
• Equity stock options plan: Be a part of our journey towards success and share in the rewards.
• Paid holidays: Enjoy the flexibility to recharge and rejuvenate
• off-sites: Awesome team building, unforgettable memories, and adventures ensured during our team off-sites.

We’re Hiring: Program Manager - Customer Service

Keeta is an independent brand of Meituan, the world's largest tech-driven retail company. Keeta is revolutionizing the food delivery space. As a dynamic and innovative global platform, Keeta leverages cutting-edge technology to provide fast, reliable, and seamless food delivery experiences. With the mission "We help people eat better, live better", Keeta launched in 2023 and has rapidly expanded across key regions, including Hong Kong, Saudi Arabia and now Brazil.

Are you a strategic thinker and a collaborative leader who thrives on driving seamless coordination and operational excellence? We are looking for a Program Manager to bridge the gap between our business teams and service functions, ensuring the successful execution of key initiatives.

What You’ll Do

• Be the Key Liaison – Act as the primary connection between business teams and service teams, ensuring smooth communication and goal alignment.
• Drive Resource Efficiency – Coordinate cross-functional teams, optimize processes, and allocate resources across quality assurance, training, delivery, and process management to maximize efficiency.
• Lead Program Execution – Develop and manage program plans, budgets, and priorities while identifying risks and implementing proactive solutions.

Why Keeta?

• Innovation-Driven: Keeta uses the advanced technology solutions to disrupt the traditional food delivery landscape, making every order smarter and faster.
• Fast-Growing & Dynamic: Keeta is expanding quickly, offering endless opportunities for personal and professional growth.
• Global Impact: Join a company that’s transforming the way people enjoy food, impacting communities around the world.

What We’re Looking For

• Bachelor’s degree or higher in Project Management, Business Administration, or a related field.
• 3+ years of experience in project or program management, preferably with a strong understanding of service operations.
• Exceptional leadership & collaboration skills – Ability to work across teams and drive initiatives forward.
• Proficiency in project management tools and strong analytical thinking.
• Fluency in English & Portuguese – Excellent communication skills in speaking, listening, reading, and writing.

Bonus Points If You Have

PMP, PgMP, or similar certifications.

Experience in process optimization and standardization within service functions.

Location: São Paulo, Brazil

Apply now and be part of a team where learning never stops!