Job Description Sobre a função: O Representante de Atendimento ao Cliente é responsável por solucionar dúvidas e reclamações dos clientes relacionadas às nossas ferramentas, buscando a satisfação do cliente. Ao identificar as necessidades do cliente, demonstrar empatia e usar a escuta ativa, o representante estará capacitado para tomar decisões e encontrar a melhor solução para o cliente, trabalhando em um ambiente colaborativo, onde poderá adquirir conhecimento e aprimorar habilidades interpessoais, recebendo suporte e apoiando outras pessoas. Responsabilidades Específicas: Lidar com todas as consultas dos clientes de forma eficaz e profissional - ligações, e-mails e chats - para garantir a satisfação, ao mesmo tempo em que apoia os Indicadores-Chave de Desempenho (KPIs) da Stanley Black & Decker. Os KPIs medidos incluirão TPH, AHT, CSAT, MOD (momentos de satisfação), NPS e outras metas da equipe definidas pela organização. Atuar como elo de ligação com os FSCs e outros departamentos, conforme necessário, para defender o cliente. Atualizar o perfil do solicitante do cliente em nosso CRM a cada interação. Manter conhecimento prático de todos os produtos, serviços e processos da empresa. Auxilia no treinamento de novos funcionários, além de outras tarefas atribuídas pela gerência. Conhecimento/Habilidades/Aptidões: Proficiência em Microsoft Office; Excel, PowerPoint, Word. Zendesk é desejável. Interpretação de KPIs Alto nível de português e espanhol. Excelentes habilidades de comunicação escrita e verbal Capacidade de pesquisar respostas usando diversos recursos para atender às dúvidas dos clientes em tempo hábil. Paciência e atitude positiva Formação/Experiência: Ensino Médio Completo ou equivalente obrigatório 6 meses a 1 ano de experiência em atendimento ao cliente e call center é desejável We Don’t Just Build The World, We Build Innovative Technology Too. Joining the Stanley Black & Decker team means working in an innovative, tech-driven and highly collaborative team environment supported by over 43,500 professionals in 60 countries across the globe. Here, you’ll get the unique chance to impact some of the world’s most iconic brands including STANLEY TOOLS, DEWALT, CRAFTSMAN, MAC TOOLS and Black + Decker. Your ideas and solutions have the potential to reach millions of customers as we work together to write the next chapter in our history. Come build with us and take your career to new heights. Who We Are We’re the World’s largest tool company. We’re industry visionaries. We’re solving problems and advancing the manufacturing trade through innovative technology and our Industry 4.0 Initiative. We are committed to ensuring our state-of-the-art “smart factory” products and services provide greater quality to our customers & greater environmental and social value to our planet. We are unique in that we have a rich and storied history dating back to 1843, but that hasn't stopped us from evolving into a vibrant, diverse, global growth company. Global Benefits & Perks You’ll be rewarded with a competitive salary plus receive entitlements and benefits unique to your country of hire. What You’ll Also Get Career Opportunity: Career paths aren’t linear here. Being part of our global company with 60+ brands gives you the chance to grow and develop your skills along multiple career paths. Learning & Development: Our lifelong learning philosophy means you’ll have access to a wealth of state-of-the-art learning resources, including our Lean Academy and online university (where you can get certificates and specializations from renowned colleges and universities). Diverse & Inclusive Culture: We pride ourselves on being an awesome place to work. We respect and embrace differences because that’s how the best work gets done. You’ll find we like to have fun here, too. Purpose-Driven Company: You’ll help us continue to make positive changes in the local communities where we work and live as well as in the broader world through volunteerism, giving back and sustainable business practices. For the builders and protectors, for the makers and explorers, for those shaping and reshaping our world through hard work and inspiration, Stanley Black & Decker provides the tools and innovative solutions you can trust to get the job done—and we have since 1843. Looking for your dream job? Upload your resume and contact info, and we’ll send you exciting job opportunities that align with your skills, goals, and experience! If you are a current employee, please navigate to the internal career site to apply.

Representante de Atendimento ao Cliente.

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