Minor Hotels Europe and Americas

Customer Care Lead

Minor Hotels Europe and Americas

full-time

Posted on:

Location Type: Hybrid

Location: Campinas • Brazil

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Job Level

Senior

About the role

  • Responsible for ensuring customer support for a consumer goods company with multiple product lines;
  • Main activities include ensuring a positive and efficient experience for the end customer;
  • Understand users' and stakeholders' needs;
  • Conduct process, data, and capability assessments;
  • Build and manage a team of analysts;
  • Report KPIs to direct management and the client.

Requirements

  • Experience in Customer Service (SAC/CX/CS);
  • Strong verbal communication and active listening skills;
  • Advanced English;
  • Experience in managing and developing teams;
  • Knowledge of KPIs and presenting results;
  • Experience working in multinational environments and handling critical support situations;
  • Spanish is a plus.
Benefits
  • Alelo: Meal OR grocery voucher;
  • Health insurance: Unimed (no monthly fee; 20% co-pay on utilization);
  • Bradesco Dental: Dental plan with no monthly fee or co-payment;
  • Bradesco life insurance;
  • PPR (performance-based bonus);
  • Commuter voucher (ticket) (optional);
  • Online English courses on the English First platform;
  • Wellhub (formerly Gympass) – discounts for gyms and other activities;
  • Family Care – Support for family and care network, with specialized services for pregnant and postpartum employees, parents, caregivers, and topics such as fertility, adoption, special needs, and bereavement;
  • Univers – discounts at partner pharmacies. No costs (monthly fee/co-payment) for employees and dependents;
  • Capgemini Equilibrium – Health program offering nutritionist and psychologist appointments at no cost for employees and dependents;
  • Capgemini Club – benefits and discounts on department stores and online retailers, restaurants, language schools, travel agencies and products, beauty, health, wellness, and more;
  • NEXT: platform of courses and certifications in partnership with universities and companies such as Pluralsight, Udemy, Harvard ManageMentor, and more.

Applicant Tracking System Keywords

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

Hard skills
Customer ServiceKPI reportingData assessmentProcess assessmentCapability assessment
Soft skills
Verbal communicationActive listeningTeam managementTeam developmentStakeholder understanding