Job Description

Mission of the Position

Ensure quality and satisfaction in the provision of the company's services, combining operational supervision, customer support and product analysis. This includes managing the execution of services, responding to queries, channeling complaints and suggestions, and proposing improvements to optimize the customer experience and the efficiency of internal processes.

Features

-Analyze customer needs and problems to propose improvements in existing services and detect opportunities for new services.
-Supervise that the provision of services meets quality standards and the value proposition.
-Maintain availability and respond to customer requests by calls or virtual channels at established times.
-Execute the care protocol to ensure a consistent and high-quality experience.
-Coordinate with other departments to resolve incidents.
-Guide clients in the use of available processes, services and interaction channels.
-Handle requests and provide after-sales support ensuring quick and effective resolution.
-Carry out satisfaction monitoring through calls, surveys and feedback collection.
-Monitor compliance with contract conditions and incident closures.
-Notify irregularities in processes and manage the corresponding documentation.
-Prepare periodic management reports.
-Management of Digital Certificates of our clients.
-Monitoring and support in the management of defaulters
-PQR registration, refunds and cancellation of recurring customers.
-Support in the planning and launch of new products.
-Creation of new prices in the price list and respective payment link.
-Support in research for the Products Laboratory.
-Support in requesting immigration appointments.
-Participate as a speaker in webinars, lives, conferences and corporate events.

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