Opportunity Description
Responsibilities
- Serve as the official Ombudsman channel, providing second-level (escalation) support to customers;
- Receive, register and address customer complaints and inquiries with impartiality, ethics and a focus on resolution;
- Interface with internal teams to investigate and resolve issues;
- Prepare technical analyses, opinions and formal written responses to customers;
- Monitor deadlines and ensure compliance with regulatory and internal SLAs;
- Identify opportunities for process improvement based on recurring issues;
- Monitor and respond to complaints on external platforms (e.g., Reclame Aqui, Procon/consumer protection agencies, etc.) when applicable;
- Prepare management reports, indicators and dashboards for the area;
- Propose preventive and corrective actions to reduce recurrence of problems;
- Assist in developing and updating Ombudsman policies, workflows and procedures; ...
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