We are a company made of people and for people. With a solid and inclusive foundation, MC focuses on people to make life simpler for customers, employees, and community members. We create value with everyone’s contribution, we innovate at every step, and we lead closely, paying attention to each person’s qualities and needs. We have different stories and different ideas, but we share the desire to grow and become the best version of ourselves. Everything we are, we achieve together. And there is nothing more inspiring than that.

So, if you want to be part of this team and take on new challenges, we are looking for you!

We are looking for a Call Center Technician to join our Health & Beauty and Omnichannel team, and we believe we’ll be #betterwithyou!

We count on you to…
•    Ensure an excellent customer experience through efficient handling and resolution of inquiries, complaints, and requests received via written channels (email, website form, electronic complaints book, complaint portal, etc.), always aligned with Wells’ values.

📌 Main Responsibilities:
•    Respond to customer requests, questions, and complaints through written channels, focusing on clarity, empathy, and effective resolution;
•    Analyze and manage complaints submitted via the Electronic Complaints Book, Complaint Portal, email, and other digital brand channels;
•    Forward complex or sensitive cases to the appropriate internal departments (e-commerce, legal team, marketing, etc.);
•    Ensure correct recording and updating of contacts and interactions in the system (Salesforce Service Cloud);
•    Monitor legal deadlines for responses to formal complaints;
•    Identify recurring issues or patterns and report improvement suggestions;
•    Support the development of standard replies and FAQs.

So, bring with you…
•    Completed secondary education;
•    Previous experience in customer support roles, preferably in written communication;
•    Experience in the beauty, health, wellness, or retail sector is an advantage;
•    Excellent written communication skills in Portuguese (clear, correct, and empathetic writing);
•    Good knowledge of customer service tools (preferably Salesforce and Talkdesk);
•    Ease of use of platforms such as the Electronic Complaints Book and Complaint Portal;
•    Basic knowledge of English and/or Spanish (preferred);
•    Strong customer orientation;
•    Problem-solving and critical thinking abilities;
•    Organization, attention to detail, and meeting deadlines;
•    Empathy, patience, and professionalism, even in stressful situations;
•    Team spirit and proactivity.

What you will find…
•    Collaborative work environment;
•    A dynamic team;
•    Career progression and internal mobility opportunities;
•    A cohesive and leading company in the retail sector.

What we have for you…
•    Meal Allowance in Dá Card;
•    Telecommunications Plan with voice, data, and equipment for permanent employees;
•    Flex it Up Program - Extra Off Days, Unpaid Leave, Flexible Work Model (when applicable);
•    Health and Life Insurance (for permanent employees) with the possibility of extending Health Insurance to family members with advantageous conditions;
•    Flexible Benefits Program (when applicable);
•    Onboarding and Initial Training Plan, Continuous Training platform, and Financial Literacy Program;
•    School Awards and Merit Scholarships for employees’ children (regular and inclusive education), as well as Holiday Programs during school breaks;
•    Flu Vaccine including its administration (voluntary participation)
•    We Are Sonae Program, providing psychosocial, financial and legal support to employees;
•    Ergocoaching Sessions;
•    Mental Health Promotion Programs and Nutrition Consultations;
•    Discount and Partnership Program with over 300 leading brands;
•    Free coffee and fruit available at the workplace;
•    Competitive Salary.

#BETTERTOGETHER #BETTERWITHYOU

MC Sonae D&I Commitment:
We work to create a work environment based on the richness of profiles and focused on uniqueness, ensuring that everyone feels respected, valued for their skills, and confident in the organization.