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To empower the heroes and scale-ups that grow the economy
Junior Critical Case Support Analyst – Ombudsman
Location
Brazil
Posted
42 days ago
Salary
0
Seniority
Junior
Job Description
Junior Critical Case Support Analyst – Ombudsman
RD Station
• Handle critical complaints received through multiple channels (Reclame Aqui, Google, forms, tickets and calls) with empathy, balance and a focus on resolution, while respecting business rules. • Investigate root causes of issues to propose structural solutions that prevent recurrence. • Act as an interface between customers and internal teams, ensuring SLAs are met and satisfaction metrics are achieved. • Demonstrate strong communication and time-management skills to ensure smooth handling of these cases, performing follow-ups with customers and internal teams. • Document processes and case updates, contributing to improvement projects within the area.
Job Requirements
- Experience in customer service, with recent experience in external Ombudsman work, performing consultative and investigative duties.
- Ability to mediate conflicts, empathy and clear communication, both written and verbal.
- Analytical capability to investigate problems, identify root causes and build solutions that are appropriate for both the customer and the company.
- Organized, good time-management, adaptable and proactive, able 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 care for those who drive progress. We pursue the holistic well-being of each employee through actions and benefits that provide self-care resources across five pillars: Emotional, Financial, Physical, Occupational and Social.
- Diversity and Belonging: Diversity is what makes us powerful. We actively promote inclusion and belonging, ensuring that TOTVS is a place where you can be yourself.
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