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About the role
Key responsibilities & impact- Ensure the quality of customer interactions handled by the Customer Relationship Center;
- Support team development by guiding best practices and service standards;
- Conduct trainings and refresher sessions as identified by needs;
- Monitor interactions and quality metrics, identifying opportunities for improvement;
- Serve as a reference for area processes, supporting clarifications and standardization;
- Propose and support continuous improvements in workflows and practices to drive excellence in the customer experience.
Requirements
What you’ll need- Experience in customer relations and contact center operations;
- Ability to identify improvements in processes, monitoring and training;
- Strong verbal and written communication skills, with a didactic and collaborative approach;
- Organized, detail-oriented and able to meet deadlines;
- Active listening, empathy and the ability to provide constructive feedback;
- Experience leading trainings and reinforcement sessions;
- Bachelor's degree completed or in progress;
- Intermediate knowledge of Excel and PowerPoint;
- Strong interpersonal skills and experience working cross-functionally.
Benefits
Comp & perks- Profit-sharing (PLR)
- Transportation voucher (Vale Transporte)
- Meal voucher (Vale Refeição)
- Bradesco health plan with special conditions for you and your dependents
- Bradesco dental plan
- Telemedicine with multiple specialties
- Wellhub
- Totalpass
- Life insurance
- Pet care benefit
- Birthday day off + gift voucher
- Postnatal baby allowance
- Newborn welcome basket with baby kit
- Extended marriage leave
- Extended paternity leave
- Psychological and social support channel (CuideCY)
- Fruit and coffee provided in the offices
- Vaccination campaigns
- On-site quick massages
- Partnerships with sports facilities (soccer and beach tennis)
- Payroll-deductible loan (conditions apply)
- Discounts at universities and language schools
- Discount on purchase of your new property (conditions apply)
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer relationscontact center operationsprocess improvementmonitoringtrainingExcelPowerPoint
Soft Skills
verbal communicationwritten communicationdidactic approachcollaborative approachorganizeddetail-orientedactive listeningempathyconstructive feedbackinterpersonal skills
Certifications
Bachelor's degree