Audit and Post-Sales Analyst
Grupo Top Experience
full-time
Posted on:
Location Type: Hybrid
Location: Rio de Janeiro • Brazil
Visit company websiteExplore more
About the role
- Execute information audits and monitor commercial processes (Bitrix, systems, platforms, e-mails and groups).
- Verify and finalize service interactions, sending vouchers to customers.
- Check pending issues, make corrections up to 72 hours in advance, and cancel or modify bookings when necessary.
- Review refund requests and adjust expense entries in service orders (SOs).
- Check for duplicate bookings, create cards, and provision services.
- Negotiate and contract suppliers seeking the best cost-benefit.
- Update the service provider spreadsheet.
- Identify rate inconsistencies and record payments or mark payments as settled when necessary.
- Generate reports for supervisors detailing identified issues.
- Act quickly to resolve booking problems.
- Clarify teams' questions regarding bookings and availability.
- Gather information to respond to and potentially reverse negative reviews.
- Request positive reviews on platforms and Google.
- Provide partner support, directing them to the responsible department when necessary.
Requirements
- Experience using reservation operating systems, service management platforms, or booking platforms, demonstrating agility in registrations, changes, verifications and completions.
- Experience in customer service (in-person, phone or online).
- Experience auditing and verifying internal processes, ensuring information accuracy, standardizing procedures and proper execution of services.
- Experience quoting services and negotiating with suppliers, aiming for the best cost-benefit and operational alignment.
- Familiarity with systems or CRM.
- Previous experience in the tourism, hospitality or reservation management sectors is a strong plus.
- Experience organizing information, registrations or data verification.
- Experience resolving issues or handling customer complaints.
- Attention to detail to ensure no one is left without important information.
- Concern for the entire customer journey and the internal environment.
- Clear and effective communication, always courteous.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
information auditsservice interactionsbooking modificationsrefund requestsexpense entriesrate inconsistenciesreport generationreservation operating systemsservice management platformsdata verification
Soft Skills
customer servicenegotiationattention to detailproblem resolutioneffective communicationcourtesyorganizational skillsagilityclarificationcustomer journey focus