COMPLAINT HANDLING SPECIALIST

LESTARS MANAGEMENT CONSULTANCY; São Paulo; Presencial; BRL 40.000 - 60.000; Tempo integral

Resumo da oferta

A leading online gaming platform in Brazil is seeking a Customer Service Representative to manage user complaints and ensure compliance with local regulations. The ideal candidate will have excellent communication skills in Portuguese, a college degree, and at least one year of customer service experience. This role requires emotional resilience and familiarity with gambling regulations. Flexible working hours are expected.

Qualificações

• At least 1 year of experience in customer service or complaint handling.
• Experience in gambling, finance, or internet industries is a plus.
• Ability to work flexible hours or shifts.

Responsabilidades

• Receive and record user complaints via various channels.
• Respond to and resolve user disputes according to procedures.
• Collaborate with departments to address complex complaints.
• Organize complaint cases and analyze common issues.
• Ensure operations comply with data privacy laws and regulations.

Conhecimentos

Fluent in Portuguese

Excellent emotional management

Familiarity with Brazilian gambling regulations

Formação académica

College degree or higher

Ferramentas

Office software

Data analysis tools

Descrição da oferta de emprego

Company Introduction

We are a leading online gaming platform legally registered in Brazil with a valid gambling operation license, dedicated to providing users with a safe, fair, and transparent entertainment experience. We highly value customer service quality and regulatory compliance. We are now looking for responsible, communicative professionals to join our team, helping to maintain our brand reputation and protect user rights.

Job Responsibilities

Complaint Acceptance and Handling

Receive and record user complaints via email, online chat, phone, and other channels, ensuring accuracy and completeness of information.

Respond quickly and properly resolve user disputes in accordance with the company's internal procedures and Brazilian gambling regulations.

Communication and Coordination

Collaborate with the Risk Control, Legal, and Technical departments to address complex complaints across teams.

Clearly communicate solutions to users, maintain customer relationships, and reduce the risk of complaint escalation.

Data Analysis and Feedback

Regularly organize complaint cases, analyze common issues and potential risks, and submit improvement suggestion reports.

Assist in improving the complaint handling process and compliance standards to enhance service efficiency and user satisfaction.

Compliance Assurance

Ensure all operations comply with Brazil's data privacy laws (LGPD) and gambling industry regulatory requirements, strictly safeguarding user information.

Qualifications

Basic Requirements

• College degree or higher; law, psychology, public relations, or related fields preferred.
• At least 1 year of experience in customer service/complaint handling; experience in gambling, finance, or internet industries is a plus.
• Fluent in Portuguese (both written and spoken) with good communication skills.

Core Competencies

• Excellent emotional management and stress tolerance, able to handle users’ emotional demands rationally.
• Familiarity with Brazilian gambling regulations and consumer rights protection policies, with a strong sense of compliance.
• Proficient in using Office software and data analysis tools.

Professional Qualities

• Integrity and professionalism, with a strong commitment to user privacy and confidentiality.
• Ability to work flexible hours or shifts (depending on business needs).