Senior Relations Specialist (Legal Team)

Booking.Com; São Paulo; Presencial; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

A leading global travel service provider is seeking a talented Senior Relations Specialist in São Paulo to manage high-risk guest cases, ensuring exceptional customer service and protecting brand reputation. The ideal candidate will have advanced English skills, commercial awareness, and knowledge of legal and internal policies that impact the business. This role involves coordinating with various internal departments and requires the ability to communicate sensitively under pressure. Join us to make a meaningful impact on customer loyalty and satisfaction.

Qualificações

• Advanced level of English required.
• Understanding of legal procedures, policies, and regulations.
• Commercial awareness related to brand protection and financial risks.

Responsabilidades

• Manage and coordinate high risk guest cases.
• Ensure a high level of customer service.
• Analyze data and recommend improvements.

Conhecimentos

Attention to brand reputation

Professional communication skills

Problem-solving approach

Customer connection

Ability to work under pressure

Descrição da oferta de emprego

We are looking for talented and enthusiastic Senior Relations Specialists to join our Legal team in São Paulo.

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 prevent 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 a timely, efficient and professional support
• Analyzes data, supply 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-today 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 help 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.
• Able to summarize actions
• Able to work under pressure, to adhere to deadlines and handles stress well
• Customer
• Delivering win-win resolutions
• Having an investigative approach to problem solving
• Taking ownership over cases
• Connecting to the customer

Using the adequate language and vocabulary according to the audience's needs

Pre Employment Screening :