CAIXA Residencial

Senior SAC Analyst, Contact Center

CAIXA Residencial

full-time

Posted on:

Location Type: Hybrid

Location: São Paulo • Brazil

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Job Level

Senior

About the role

  • Handle end-to-end processing of received complaints on SAC and Reclame Aqui;
  • Draft strategic, clear public responses aligned with the brand's positioning;
  • Ensure compliance with defined SLAs and quality standards;
  • Mediate conflicts with dissatisfied customers and detractors;
  • Analyze recurring issues and identify root causes of complaints;
  • Propose and monitor action plans;
  • Monitor and analyze metrics such as Consumer Score, resolution rate, response rate, and recurring complaints;
  • Work proactively to reduce new Reclame Aqui registrations;
  • Support quality and customer experience initiatives (TQC/CX).

Requirements

  • Currently enrolled in a bachelor’s program (Law, Communications, Business Administration), or other programs that develop competencies compatible with analytical service, problem solving, quality, communication, and customer experience;
  • Knowledge of Power BI (visualizations and basic report creation);
  • Analytical ability to read and interpret data;
  • Solid experience in SAC/customer service;
  • Handling complaints on public channels, especially Reclame Aqui (mandatory), Consumidor.gov.br (plus);
  • Interpretation of KPIs (Consumer Score, Resolution Rate, Response Rate, RA1000);
  • Strategic drafting of public responses;
  • Deadline and SLA management;
  • Ability to handle critical complaints, detractor customers, and brand exposure;
  • Ability to analyze root causes of recurring complaints;
  • Propose process improvements together with internal areas;
  • Prepare management reports and diagnostics;
  • Knowledge of quality indicators (TQC, NPS, CSAT, FCR);
  • SLA and priority management;
  • Knowledge of CDC (Consumer Defense Code), the new Insurance Law, and LGPD (Brazilian Data Protection Law);
Benefits
  • SulAmérica Health Insurance
  • SulAmérica Dental Insurance
  • Life Insurance
  • Family funeral assistance
  • Medication reimbursement
  • Private pension plan
  • Meal and food vouchers
  • Transportation voucher
  • Christmas gift basket
  • 14th basket (additional holiday basket)
  • Extended maternity leave: 6 months
  • Extended paternity leave: 20 days
  • Childcare or nanny allowance
  • Assistance for children with disabilities
  • Quick on-site massage once a week at the office
  • Workplace exercise session once a week on-site
  • Breakfast provided
  • TotalPass
  • Day off
  • APCEF partnership
  • Caixa University
  • Profit sharing
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Power BIdata analysiscomplaint handlingKPI interpretationpublic response draftingprocess improvementmanagement reportingquality indicatorsSLA managementcustomer service
Soft Skills
analytical abilityproblem solvingcommunicationconflict mediationproactive approachstrategic thinkingdeadline managementcustomer experience focusroot cause analysiscollaboration