Customer Service & Support Assistant – Affiliates
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Job Description
Assistente de afiliados no Grupo Fênix, operação internacional de nutracêuticos e Direct Response. Atendimento, suporte, onboarding e crescimento da carteira via WhatsApp, chamadas e CRM.
Responsibilities:
- Provide daily support to affiliates via WhatsApp, phone calls, and groups, responding promptly and maintaining a professional tone.
- Proactively follow up with inactive affiliates, prompting action, restarting conversations, and unblocking operations.
- Triage requests and route each inquiry to the appropriate department, following through until resolution.
- Monitor offer AOV metrics daily, identify deviations, and take the planned actions to protect profitability.
- Record incidents in spreadsheets/CRM systems and keep reports up to date to support management.
- Lead the onboarding of new affiliates, including granting access, creating groups, sending materials, and monitoring their first few days.
- Engage with affiliates in the assigned portfolio to identify opportunities for growth and increased volume.
- Organize team materials, internal processes, and documentation.
- Support Affiliate Management with daily operations and activity tracking.
Requirements:
- Proven experience in proactive customer service, including call centers, telemarketing, inside sales, customer service centers, customer support, or WhatsApp/chat support.
- Strong verbal and written communication skills, with clear diction and a professional telephone manner.
- Resilience when handling a high volume of daily contacts, including calls, messages, and voice notes.
- Strong organizational skills to manage multiple conversations and requests simultaneously without compromising quality.
- Proactive mindset, with the initiative to lead conversations and provide updates without being prompted.
- Ability to meet customer service, follow-up, and resolution targets.
- Basic knowledge of Excel or Google Sheets for incident tracking and KPI monitoring.
- Stable internet connection, suitable computer, and a quiet environment for calls.
- Basic English (preferred but not required) for occasional reading of materials.
Benefits:
- 100% remote work.
- Performance- and results-based commission program.
- Opportunity to work in a major international Direct Response operation.
- Career growth and ongoing development opportunities.
- Exposure to different business models: Direct Response, Affiliate Marketing, and the education market, all commission-based.
- High-performance, merit-based environment focused on scaling.
- Direct involvement in campaigns generating millions in revenue.
- Daily collaboration with specialists in Copywriting, Traffic Acquisition, Performance Marketing, Product, Data, and Operations.
- Autonomy to propose improvements and make a tangible impact on the operation.
- Collaborative, highly skilled team that is always willing to contribute.
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