Customer Relationship Analyst – Junior

Jobtailor; São Paulo; Presencial; BRL 45 000 - 78 000; Tempo integral

Resumo da oferta

Jobtailor in São Paulo, Brazil is seeking a Customer Care Specialist to handle complaints via Reclame Aqui, Consumidor.gov, and ombudsman channels with timely, empathetic responses that align with departmental KPIs.

You will coordinate with brokers and internal teams, analyze Auto Claims processes, and maintain CRM data accuracy while driving customer satisfaction and RA1000 compliance.

Qualificações

• Bachelor’s degree completed or in progress in Business Administration, Communications, Marketing, Insurance Management, or related field.
• Experience handling complaints via platforms such as Reclame Aqui, Consumidor.gov, or an Ombudsman’s Office.
• Knowledge of Auto Claims analysis and processes.
• Experience in customer service and conflict mediation.
• Excellent verbal and written communication skills.
• Strong relationship-building skills with customers, brokers, and internal departments.
• Analytical ability to interpret cases and identify appropriate solutions.
• Knowledge of CRM systems and intermediate proficiency in Microsoft Office.
• Experience working for an insurance company or in the insurance industry (preferred).
• Knowledge of RA1000 seal criteria and related regulations (preferred).
• Experience with Salesforce, HugMe, or similar tools (preferred).
• Knowledge of the customer journey, CX, and satisfaction metrics (preferred).
• Empathy and a customer-focused mindset.
• Ownership and accountability.
• Strong negotiation and communication skills.
• Organization and discipline in following up on requests.
• Proactive problem solving and teamwork.
• Resilience in conflict and high-demand environments.
• Interpersonal skills and collaboration across teams.

Responsabilidades

• Handle complaints submitted through reputation and consumer protection platforms with a focus on Reclame Aqui.
• Manage customer cases from start to finish ensuring responses are within deadlines and aligned with performance indicators.
• Maintain active communication with customers and brokers throughout the resolution process.
• Analyze Auto Claims cases to identify information for resolution.
• Prepare clear, empathetic, personalized responses complying with company guidelines.
• Collaborate with internal departments to gather information and resolve requests.
• Monitor customer satisfaction after resolution and identify improvement opportunities.
• Record and update information in corporate systems for traceability.
• Correctly classify complaints to support trend analysis and improvements.
• Identify recurring issues and report potential impacts on customer experience or reputation.

Conhecimentos

Empathy

Relationship-Building

Proactive Problem Solving

Teamwork

Resilience

Verbal and written communication

Formação académica

Bachelor’s degree in Business Administration, Communications, Marketing, Insurance Management, or related field

Ferramentas

Salesforce

HugMe

Reclame Aqui

Consumidor.gov

CRM Systems

Microsoft Office

Descrição da oferta de emprego

Handle complaints submitted through reputation and consumer protection platforms, with a primary focus on Reclame Aqui
Manage customer cases from start to finish, ensuring responses are provided within established deadlines and in line with departmental performance indicators
Maintain active communication with customers and brokers throughout the complaint-resolution process, providing necessary updates, clarifications, and guidance
Analyze Auto Claims cases, identifying relevant information to support case handling and solution definition
Prepare clear, empathetic, and personalized responses, ensuring high-quality communication and compliance with company guidelines
Collaborate with internal departments to gather information and resolve customer requests
Monitor customer satisfaction after cases are resolved, seeking opportunities to turn negative experiences around
Record and update information in corporate systems, ensuring traceability and a complete history of interactions
Correctly classify complaints, contributing to trend analysis and the identification of improvement opportunities
Support the identification of recurring issues and report situations that may affect the customer experience or the company’s reputation

Requirements

• Bachelor’s degree completed or in progress in Business Administration, Communications, Marketing, Insurance Management, or a related field
• Previous experience handling complaints through platforms such as Reclame Aqui, Consumidor.gov, or an Ombudsman’s Office
• Knowledge of Auto Claims analysis and processes
• Experience in customer service and conflict mediation
• Excellent verbal and written communication skills
• Strong relationship-building skills with customers, brokers, and internal departments
• Analytical ability to interpret cases and identify appropriate solutions
• Knowledge of CRM systems and intermediate proficiency in Microsoft Office
• Experience working for an insurance company or in the insurance industry (preferred)
• Knowledge of the rules, performance indicators, and criteria for maintaining the RA1000 seal (preferred)
• Experience with Salesforce, HugMe, or similar tools (preferred)
• Knowledge of the customer journey, customer experience (CX), and satisfaction metrics (preferred)
• Empathy and a customer-focused mindset
• Ownership and accountability
• Strong negotiation and communication skills
• Organization and discipline in following up on requests
• Proactive approach to finding solutions
• Teamwork and strong interpersonal skills
• Resilience when working in conflict situations and high-demand environments

Core Competencies

Demonstrates expertise in handling customer complaints through platforms like Reclame Aqui, with strong analytical skills for Auto Claims analysis and a focus on customer satisfaction. Proficient in communication, relationship-building, and conflict mediation within the insurance industry.

Highest-signal resume keywords

• Auto Claims Analysis
• Customer Service Experience
• Complaint Handling Through Reclame Aqui
• CRM Systems Knowledge
• Strong Verbal And Written Communication Skills

Hard Skills

• Auto Claims Analysis
• Complaint Handling
• CRM Systems Knowledge
• Microsoft Office Proficiency
• Data Analysis
• Performance Indicator Understanding
• Customer Journey Knowledge
• Satisfaction Metrics Knowledge
• Conflict Mediation
• Negotiation Skills

Soft Skills

• Empathy
• Relationship-Building
• Proactive Problem Solving
• Teamwork
• Resilience

Industry Keywords

• Insurance Industry
• Customer Experience (CX)
• Consumer Protection
• Ombudsman’s Office
• RA1000 Seal Criteria

Tools & Technologies

• Salesforce
• HugMe
• Reclame Aqui
• Consumidor.gov