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To empower the heroes and scale-ups that grow the economy
Junior Critical Cases Support Analyst – Ombudsman
Location
Brazil
Posted
86 days ago
Salary
0
Seniority
Junior
Job Description
Junior Critical Cases Support Analyst – Ombudsman
RD Station
• Handle critical complaints received through multiple channels (Reclame Aqui, Google, forms, tickets, and phone calls) with empathy, composure, and a resolution-focused approach, while adhering to business rules; • Investigate root causes of issues to propose structural solutions that prevent recurrence; • Act as a liaison between customers and internal teams, ensuring SLAs are met and satisfaction metrics are achieved; • Demonstrate strong communication and time management to ensure smooth handling of these cases, performing follow-ups with customers and internal teams; • Document processes and case updates, contributing to continuous improvement projects in the area;
Job Requirements
- Experience in customer service, with recent experience in an external Ombudsman role performing consultative and investigative activities;
- Skills in conflict mediation, empathy, and clear communication, both written and verbal;
- Analytical capability to investigate issues, identify root causes, and develop solutions that are appropriate for both the customer and the company;
- Organization, time management, adaptability, and proactivity to work autonomously and responsibly on a day-to-day basis;
- Intermediate Excel knowledge for analyzing charts, trends, and creating reports.
Benefits
- Holistic Well‑being: We promote the holistic well‑being of each employee through programs and benefits that enable self‑care resources across five pillars: Emotional, Financial, Physical, Occupational, and Social.
- Diversity and Inclusion: Diversity is part of who we are. Recognized among the Best Companies to Work for in Brazil, we actively foster inclusion and a sense of belonging. Our expertise is human‑centered and dynamic, and through it we welcome and empower people both inside and outside the company.
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