Havaianas is bringing joy to your feet since 1962, was born and raised in Brazil, to spread to the world the spontaneous Brazilian lifeway. Havaianas came to offer innovative and high quality products, through the color, joy and comfortable and sophisticated lifestyle

We're looking for a Customer Service Intern to join Havaianas Digital Team in Madrid, in our HQ Office.

Purpose:

Ensure daily activity of Contact Center team is performed with efficiency and agility. Daily tasks are done within the relevant timings and information available for the correct functioning of the Contact Center team.

Key responsibilities:

• Daily communication with Contact Center team to grant daily doubts are resolved efficiently.
• Response of escalated cases focused in answering them in a timely manner and spot improvements areas.
• Ensure all teams within Alpargatas organization give accurate responses within the agreed timings.
• Daily execution of reports related to suppliers and systems performances to anticipate corrective measurements and proactively contact our customers.
• Feeding and maintenance of Knowledge Base with new articles, processes and procedures along with archiving of old documentation not relevant for the Contact Center team.
• Processes improvement focused in ease Customer Journey.
• Monitoring of SLAs and KPIs.
• SAP Quality audits to ensure alignment with Alpargatas standards for service and brand knowledge and communication.
• Support Customer Service Manager in other key duties relative to Contact Center and other back office tasks related to Customer Service department.

Skills:

• Bachelor’s Degree in Administration or similar.
• High level of English.
• SAP/SBO, EDI knowledge is a plus.
• Control of Excel and reporting mindset and analytical skills are requested.

Talents:

• Organizational skills
• Multitask
• Flexible
• Methodical
• Accustomed to work towards deadlines
• Capacity to adapt to changes
• Team player
• Pro-active attitude
• Effectiveness (pragmatic)