Senior Relations Specialist (Legal Team)

Caderno Nacional; São Paulo; Presencial; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

Uma importante plataforma de emprego em São Paulo procura um profissional para gerenciar casos complexos e de alto risco, garantindo proteção da marca e um atendimento ao cliente excepcional. O candidato ideal deve ter inglês avançado e ser capaz de lidar com situações desafiadoras enquanto se comunica de maneira eficaz com os clientes.

Qualificações

• Nível avançado de inglês é necessário.
• Entendimento do impacto comercial e legal sobre os negócios.
• Conhecimento das políticas internas, regulamentos de privacidade e procedimentos de convidados.

Responsabilidades

• Gerenciar e coordenar casos de alta complexidade.
• Prevenir impactos negativos na lealdade e finanças.
• Aumentar o nível de serviço ao cliente e garantir uma experiência positiva.

Conhecimentos

Atenção alta à proteção da marca

Escuta ativa

Habilidades de comunicação profissional

Capacidade de trabalhar sob pressão

Foco no cliente

Habilidade de resumir ações

Proatividade na solução de problemas

Descrição da oferta de emprego

Overview

Segmento: Não Informado

Atividades:

Job Summary - Highest risk/complexity - Significant loyalty, financial and/or brand risk - Coordinating and resolving cases in cooperation with internal departments. If needed, these roles will also support the (Senior) Guest Specialist activity.

Key Responsibilities

• Manages and coordinates high risk/complexity guest cases and, if possible, prevents negative loyalty, brand and/or financial impact.
• High risk/complexity guest cases can change over time but can include: all CS Guest Executive, all CS Guest Specialist and all CS Senior Guest Specialist topics and, for instance, legal issues, government requests, (social) media issues, crime and abuse, incident support, requests from third party entities such as Better Business Bureau (BBB), national Consumer Union organizations, attorney general office.
• Coordinates high/risk complexity cases through liaising with, updating and driving resolution through cooperation with relevant internal departments.
• Ensures a high level of customer service and a positive customer experience, by giving timely, efficient and professional support.
• Analyzes data, supplies feedback and recommends improvements.
• Deals with cases that predominantly require deviation from standard screens, procedures and ways of working.
• Executes operational plans under general supervision and guidance by setting and achieving day-to-day objectives/targets or service standards.
• Serves as an expert team member that supports CS Guest Executive, CS Guest Specialist and CS Senior Guest Specialist colleagues with questions and helps drive improvements.

Requirements of special knowledge/skills

• Advanced level of English
• Understand the bigger picture and potential impact on our business (media exposure, bad publicity on social media platforms)
• Commercial awareness which takes into account Legal Expenses, Brand protection, financial risks (Business/company/branding awareness)
• Expert knowledge of internal policies and terms and conditions applicable to guests and partners GDTs/T&C/GDPR/Privacy regulations
• Expert knowledge of Guest or Partner procedures and systems
• Able to identify and understand legal cases
• Deep knowledge of the different legal entities / consumer unions/ governments we deal with, know their impact and conclude decisions accordingly on cases
• A fair knowledge and awareness of how different consumer unions communicate and their expectations
• Knowledge of questioning techniques

Skills

• Pays high attention to protect brand name and reputation
• Applies sensitivity in communication
• Actively listens to and understands the customer
• Quality vs quantity mindset
• Influencing
• Professional communication skills both in writing and verbal
• Using the adequate language and vocabulary according to the audience's needs
• Able to summarize actions
• Able to work under pressure, to adhere to deadlines and handles stress well
• Customer-focused, delivering win-win resolutions
• Having an investigative approach to problem solving
• Taking ownership over cases
• Connecting to the customer

Pre-Employment Screening

Dias da Semana: Não Informado

Horário / Período: Não Informado

Os interessados devem se candidatar através do portal Caderno Nacional