Customer Service Specialist
发布于 2 天前普通员工/个人贡献者
AI 估算 · 4k–7k
Customer service role in Brazil; salary converted to CNY; moderate market demand for bilingual skills.
职位详情
关于这个职位
This role focuses on managing customer relationships, handling complex inquiries and complaints, and ensuring smooth order-to-cash processes. You will work closely with cross-functional teams like supply chain and finance, using CRM tools like Salesforce and SAP. The position requires advanced Spanish and intermediate English, with a strong emphasis on data analysis and continuous improvement.
最低要求
Knowledge of Customer Service processes (OTC); Advanced Spanish (mandatory); Experience in managing complex demands and escalations; Strong communication and stakeholder management skills; Ability to work cross-functionally with supply chain, logistics, and finance; Analytical skills to track KPIs like CSAT, NPS, SLA; Proficiency in CRM and service tools (Salesforce, SAP, or similar).
工作职责
Customer relationship management: building and maintaining strong relationships with stakeholders across different countries and hierarchical levels. Managing complex demands: resolving critical cases, complaints, and escalations with agility and quality. Knowledge of Customer Service (OTC) processes: order management, invoicing, deliveries, and interface with supply chain. Data analysis and KPI tracking: monitoring metrics like CSAT, NPS, SLA, backlog, generating insights and action plans. Experience with CRM and service tools: using systems like Salesforce, SAP, or similar for customer and case management. Cross-functional work: strong collaboration with Supply Chain, Logistics, Finance, influencing decisions and aligning priorities to meet customer needs.
优先资格
Knowledge of SAP, Excel, and Salesforce (differential); Advanced English (desirable); Continuous improvement mindset.
AI 洞察
优缺点分析
优点
- Opportunity to work in a global company with exposure to LATAM markets.
- Develop strong cross-functional collaboration and problem-solving skills.
- Gain expertise in SAP and Salesforce, highly valued in service roles.
- Handling complex escalations and complaints may be stressful.
- Requires fluency in Spanish and English
- language barrier could be a hurdle.
- May involve repetitive tasks if process optimization is not prioritized.
- This role is ideal for someone with strong communication and problem-solving skills, fluent in Spanish, and looking to build a career in customer service within a multinational environment.
缺点 / 挑战
暂无明显挑战项
角色解读
- Progress to Senior Customer Service Specialist or Team Lead.
- Transition into Supply Chain or Operations roles with deeper process knowledge.
- Develop into a LATAM regional service manager overseeing multiple countries.
- Manage end-to-end customer relationships and resolve complex disputes.
- Handle order-to-cash processes including order management, invoicing, and delivery coordination.
- Monitor and improve service KPIs like CSAT and SLA using data analysis.
- Collaborate with supply chain, logistics, and finance teams to align priorities.
- Proficiency in CRM tools like Salesforce and SAP.
- Advanced Spanish and intermediate English for LATAM communication.
- Strong analytical skills to track and improve service metrics.
- Experience in cross-functional collaboration and stakeholder management.
申请策略
- Tailor your resume to include specific metrics from past customer service roles.
- Research Henkel's LATAM presence and mention how you can contribute to regional growth.
- Emphasize experience in order-to-cash processes and CRM systems like Salesforce or SAP.
- Highlight language skills, especially advanced Spanish and intermediate English.
- Showcase examples of resolving complex customer issues and improving service metrics.
- Demonstrate cross-functional collaboration with supply chain or finance teams.
- If not yet proficient, take online courses to strengthen SAP and Salesforce skills.
- Improve English fluency if needed, as it is preferred.
面试指南
- Use the STAR method: Situation, Task, Action, Result for behavioral questions.
- For technical questions, show familiarity with the tool's specific modules used in service processes.
- For language-related questions, demonstrate confidence and willingness to adapt.
- How do you handle a difficult customer complaint that requires cross-team coordination?
- Can you describe your experience with SAP or Salesforce in order management?
- How do you prioritize tasks when dealing with multiple escalations?
- Give an example of a KPI improvement you drove in a previous role.
- How would you communicate with a Spanish-speaking client who has a complex issue?
职位点评
Multinational customer service role in Brazil, moderate technical stack, on-site, no explicit growth path.
从薪资福利、成长空间、工作节奏和岗位方向综合评估，方便横向比较。
薪资福利
Salary signal is not disclosed but likely competitive for the region; benefits not specified in JD.
成长发展
Moderate growth potential with exposure to global processes and CRM systems, but no explicit training mentioned.
工作生活
Work mode is on-site with no flexibility stated; location is Jundiaí, likely not central.
使命价值
The role contributes to customer satisfaction and operational efficiency, but industry is stable, not high-growth.
汉高 的其他在招职位
Associate KAM
汉高 · India, Gurgaon- Gurugram, HaryanaAI 估算 · 12k-18kSales Graduate - Loctite & Teroson
汉高 · Finland, Vantaa, Southern FinlandAI 估算 · 24k-32kInternship Supply Chain
汉高 · Spain, Barcelona, CataloniaAI 估算 · 6k-12kProgram Rozwojowy w Dziale Sprzedaży E-commerce
汉高 · Poland, Warsaw, MazowieckieAI 估算 · 5k-8kTeam Lead of Application Engineering SEA
汉高 · Thailand, Sriracha Chonburi, Chon BuriAI 估算 · 30k-50k