Bilingual

• Provide specialized support to international customers, with a primary focus on the Mexican market, using fluency in Spanish and English.
• Serve customers in Spanish, ensuring a personalized, high-quality experience.
• Provide detailed information about vehicle rentals, available services, timelines and company policies.
• Guide customers in the use of systems, apps and digital platforms.
• Resolve requests at first contact whenever possible.
• Investigate cases that require access to internal systems.
• Perform financial adjustments, reprocessings and account regularizations.
• Forward and follow up on requests with other company departments.
• Ensure customers clearly understand the next steps.

Bilingual Customer Service Assistant

• Lead the international customer service operation, ensuring quality, organization, and management of the area’s KPIs;
• Monitor team performance using metrics such as SLA, AHT, productivity, quality, and customer experience;
• Direct the team to ensure proper prioritization of requests and adherence to established workflows;
• Support the team in resolving critical cases, escalations, and service handling;
• Promote continuous team development through feedback, coaching, and guidance;
• Identify opportunities to improve processes, seeking efficiency, standardization, and continuous operational evolution;
• Ensure compliance with company policies, workflows, and service standards;
• Collaborate with internal areas to align and follow up on requests;
• Implement action plans and support initiatives aimed at continuous improvement;
• Contribute to the enhancement of the customer experience and the organization of area processes.

Bilingual Customer Service Leader

• Provide consultancy to the partner schools in your portfolio, addressing the requests they bring (meetings with parents and students, teacher training and professional development, leadership/management team training, etc.) and offering solutions to these institutions’ problems based on your expertise and assessment of the situation (meetings, workshops, training sessions, commercial/market analysis, actions to improve results, etc.), with the objective of building loyalty and potentially expanding the partnership.
• Stay continuously up to date with the educational landscape, the world of work and relevant technologies through research and study, in order to improve performance when responding to partner needs.
• Ensure remote and/or on-site support for the clients in your portfolio by managing your calendar, aiming to follow a pre-established action and service plan while allowing for unforeseen events.

Consultant, Bilingual Pedagogical Experience – Temporary

• Provide emergency support for domestic and international travel, delivering prompt and efficient assistance;
• Perform rebookings, ticketing, cancellations and re-accommodations as required by the client;
• Analyze and propose rapid solutions in critical situations to minimize impact on the traveler;
• Maintain direct contact with airlines, hotels and suppliers to resolve urgent requests;
• Ensure detailed verification (double-check) of all bookings and issuances;
• Log and monitor service cases in internal systems;
• Collaborate with leadership and other departments for alignment and decision-making;
• Ensure high-quality service, following company policies and procedures.

Senior Bilingual Corporate Travel Consultant

• Liderar, motivar e desenvolver a equipe;
• Buscando os resultados visando a excelência e o sucesso das operações;
• Responsável por relacionamento com gestor e gerente da operação;
• Monitoramento dos KPI's operacionais.
• Monitoramento e acompanhamento de equipes;
• Controle de indicadores de produtividade;
• Gestão e desenvolvimento de pessoas;
• Acompanhamento do atendimento ao cliente;
• Criação, planejamento e execução de Planos de Ação;
• Monitorias dos processos de qualidade e feedback;
• Rotinas administrativas e controle de ponto / produtividade / pausas dos funcionários.
• Analítico e Pró-ativo;
• Foco em resultados e desenvolvimento de pessoas.

Team Leader Bilíngue III

• The specialist will need to identify customers' needs and provide practical, objective solutions in accordance with product and/or service procedures;
• In each interaction, they may handle different types of situations reported by customers;
• Use systems to record interactions and manage service activities;
• Provide resolution and monitor consumer requests;
• Support delivered via CHAT or VOICE;
• Maintain clear communication across all customer touchpoints.

Bilingual Customer Relations Specialist I – Customer Service (Vehicle App)

• The specialist will need to identify customers' needs and provide a practical, objective solution according to the product and/or service procedure;
• In each interaction, they may handle different types of situations presented by the customer;
• Use systems to record and apply the details of the interaction;
• Resolve and monitor consumer requests;
• Interact via CHAT or VOICE;
• Provide clear communication across all customer touchpoints with the company.

Bilingual Customer Relationship Specialist

• Supervisionar/liderar equipe;
• Responsável por relacionamento com cliente, gestor e gerente da operação;
• Monitoramento dos KPI's operacionais.
• Visão Analítica dos processos;
• Análise e atualização de relatórios;
• Elaboração e administração de escalas;
• Encerramento e acompanhamento de folha de ponto;
• Aplicação de feedback;
• Gestão dos liderados.

Team Leader II, Bilíngue – SAC, App Veicular

• Ensure efficient operational management
• Analyze, approve or dispute costs
• Review and justify cases that exceed coverage limits
• Assess and approve costs for ongoing claims
• Monitor claims that require cost intervention
• Conduct pending-item analyses to close Mondial cases
• Work directly with collection agencies
• Analyze excess costs in Travel LOB claims
• Monitor and control SUSEP documentation reports
• Manage reports and KPIs for various institutional clients

Bilingual Supervisor

• Realizar ligações para lojas e coletar informações conforme demandas dos clientes, registrando os dados em plataforma interna
• Prestar atendimento ao cliente em português por telefone, e-mail, chat ou redes sociais, esclarecendo dúvidas sobre produtos, serviços, políticas e processos da empresa
• Registrar e acompanhar solicitações, reclamações e sugestões em sistemas internos
• Apoiar a equipe hispanofalante em demandas internas e colaborar na comunicação entre os idiomas português e espanhol, quando necessário
• Realizar mineração e análise de dados em banco existente para atualização de informações, como números e alertas

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