Customer Service Coordinator – Bilingual

GOL Linhas Aéreas

Customer Service Coordinator (Bilingual) at GOL managing a call center team and ensuring high performance and customer satisfaction. Involves leadership development and performance analysis in a hybrid work environment.

Posted 7/7/2026full-timeSão Paulo • 🇧🇷 BrazilMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Coordinate the supervision team, ensuring effective communication and cascading of information across the operation
Train and develop leaders to build a high-performance team and identify successors
Analyze performance metrics and reports to identify improvement opportunities
Monitor KPI delivery, proactively identifying and correcting deviations
Focus on productivity
Ensure service quality and customer satisfaction by reviewing service flows and processes
Conduct performance review meetings with leadership and develop structured action plans based on identified opportunities
Build relationships with internal departments and peers to ensure effective collaboration
Manage service contracts with vendors to ensure KPI delivery
Manage conflict situations
Cost control

Requirements

What you’ll need

Bachelor's degree (completed)
Experience in call center customer service
Experience in coordination/team leadership
Experience preparing and presenting performance indicators
Experience managing BPOs
Advanced English or Spanish

Benefits

Comp & perks

Health insurance
Dental insurance
Group life insurance
Meal allowance
Food allowance
Transportation allowance
Wellhub or Totalpass
Partnership club with hundreds of affiliated companies
Birthday day off
Performance-based annual bonus (PPR)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Performance Metrics AnalysisKPI MonitoringCost ControlService Quality ManagementAction Plan Development

Soft Skills

Effective CommunicationConflict ManagementRelationship Building

Certifications

Bachelor's Degree