Junior Analyst – Ombudsman Office

Jobtailor; Campinas; Presencial; BRL 20 000 - 31 000; Tempo integral

Resumo da oferta

A Jobtailor busca estagiário/futuro profissional para atuar no atendimento ao cliente, lidando com reclamações via CRM (SAC) e redes, analisando causas e propondo soluções personalizadas. O papel envolve comunicação multicanal, monitoramento de casos e cooperação entre equipes.

Exige formação em Administração, Direito, Contabilidade, Educação ou Psicologia e conhecimento em CRM. Você atuará conforme o Decreto SAC e participará da melhoria contínua de processos, mantendo alto nível de empatia,

Qualificações

• Empatia, escuta ativa e comunicação clara são requisitos essenciais.
• Conhecimento básico de sistemas de consórcio e de legislação relacionada.
• Conhecimento de Salesforce, Avaya, Word e plataformas digitais facilita as atividades.
• Compromisso com ética, imparcialidade e organização nas atividades diárias.

Responsabilidades

• Atender e resolver reclamações via CRM e SAC; transferências de atendimento.
• Analisar queixas, identificar causas e propor soluções personalizadas.
• Registrar e monitorar casos no CRM, com número de referência.
• Comunicar-se por telefone, e-mail, WhatsApp e plataformas digitais.
• Cumprir prazos acordados, inclusive quando não houver solução imediata.
• Atuar como suporte de primeira linha (Back Office) para casos complexos.
• Colaborar com outros setores e gerentes.

Conhecimentos

Empathy

Active listening

Clear communication

Emotional intelligence

Mediation

Ethical conduct

Organization

Team spirit

Positive attitude

Consortium law

Formação académica

Bacharel em Administração

Bacharel em Direito

Bacharel em Contabilidade

Bacharel em Educação

Bacharel em Psicologia

Ferramentas

Salesforce

Avaya

NewCon

Microsoft Word

Descrição da oferta de emprego

• Handle and resolve customer complaints through the CRM, transfers from the telephone customer service center (SAC), and external platforms such as Reclame Aqui
• Analyze complaints, identify root causes, and provide effective, personalized solutions
• Record, monitor, and update cases in the CRM, providing a service reference number
• Communicate by phone, email, WhatsApp, and digital platforms
• Honor agreements reached and respond within the agreed timeframe, including when no solution is available
• Handle complex complaints unresolved at first contact, acting as specialized first-level support (Back Office)
• Collaborate with other departments and managers
• Comply with the requirements of Decree No. 11,034/2022 (the SAC Decree)
• Respond to and monitor complaints on public platforms and encourage service evaluations
• Identify improvement opportunities and propose actions to management

Requirements

• Currently pursuing a bachelor's degree in Business Administration, Law, Accounting, Education, or Psychology
• Empathy
• Active listening
• Clear and respectful communication
• Emotional intelligence
• Mediation skills
• Ethical and impartial conduct
• Organization and a strong sense of responsibility
• Cooperation and team spirit
• Positive and constructive attitude
• Knowledge of basic consortium systems
• Knowledge of NewCon
• Knowledge of Salesforce
• Knowledge of Avaya
• Knowledge of Microsoft Word
• Knowledge of the Membership Agreement/Consortium Law and related circulars

Core Competencies

Demonstrates strong customer service skills by effectively handling and resolving complaints through various communication channels while adhering to compliance requirements. Possesses the ability to analyze issues, propose solutions, and collaborate with teams to enhance service quality.

Highest-signal resume keywords

• Customer Relationship Management (CRM)
• Complaint Analysis and Resolution
• Salesforce Knowledge
• Clear Communication
• Emotional Intelligence

ATS Optimization Keywords

Hard Skills

• Complaint Analysis
• Case Monitoring
• Basic Consortium Systems Knowledge
• Membership Agreement Knowledge
• Consortium Law Knowledge

Soft Skills

• Empathy
• Active Listening
• Mediation Skills
• Organization
• Team Spirit

Industry Keywords

• SAC Decree Compliance
• Customer Service Center
• Public Platform Monitoring
• Service Evaluation

Tools & Technologies

• Salesforce
• Avaya
• Microsoft Word
• NewCon