Consumer Care assistant

Job Description: Consumer Care [Associado Shared - 70% PN, 30% MW - based in GUA] Perform customer service by answering calls received via the 0800 number provided on packaging, handling cases sent to the email address also provided on the packages, and managing complaints received through social media, Reclame Aqui, and Consumidor.gov. Coordinate information with relevant departments at MARS (Q&FS, Marketing, etc.) Support activities for the Customer Service area, such as generating reports and controlling logistics operations. What are we looking for? Currently enrolled in higher education Experience in customer service Good diction and command of Portuguese (spoken and written) Ability to follow rules and procedures Logical reasoning Resilience under pressure and frustration Good negotiation skills Knowledge of Microsoft Office Suite Ease in operating systems will be a plus Fluent English Advanced Excel skills Teamwork skills What will be your key responsibilities? Provide excellent service for cases received via phone, email, and social media Record all cases in the service system and handle first-level cases Delegate cases to the appropriate team or segment based on the consumer's issue Follow up on service cases and provide final responses to consumers Monitor and oversee logistics activities Manage media complaints via platforms like Reclame Aqui, Facebook, Instagram, Twitter, etc., in collaboration with the digital agency Perform operational routines under the Customer Service scope, including generating specific reports, monitoring KPIs, stock control with logistics partners, and participating in departmental projects What can you expect from Mars? Work with diverse and talented colleagues, guided by The Five Principles Be part of a purpose-driven company committed to building a better future Receive top-tier learning and development support from day one, including access to Mars University Enjoy a competitive salary and benefits package, including a company bonus Find out more about what Mars can offer you by visiting our Global Careers site . Mars is an equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other protected characteristics. Assistance or accommodations are available upon request during the application process for individuals with disabilities. The company is committed to providing such support, and no applicant will face penalties for requesting it. J-18808-Ljbffr

Location: Guararema, São Paulo, BR

Posted Date: 7/11/2025