Analista de Sucesso do Cliente Sênior – Ouvidoria e Reclame aqui

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Provide support and mediation for the most complex, critical cases or those that pose risks to the brand, coming from the Ombudsman and Reclame Aqui; (via phone, chat, WhatsApp, email, and RA).

• Negotiate agreements and retention plans aimed at keeping the customer active in the base without jeopardizing business sustainability;

• Collaborate with partner departments (Commercial, Support, Development, etc.) to ensure swift resolution of cases, acting as a facilitator between the client's needs and the company's internal processes.

• Identify and report chronic problems or process failures that are causing recurring complaints to leadership;

• Actively contribute to maintaining the operational indicators of the area (such as solution rate and Reclame Aqui reputation);

• Suggest practical improvements in service tools, workflows, and communication scripts for the team;

• Participate in training sessions and results meetings, supporting leadership in creating operational action plans.

⛳️ Requirements

• Proven prior experience in Ombudsman and/or Reclame Aqui services;

• Excellent written and verbal communication skills (focus on clarity, empathy, and overcoming objections);

• Practical mastery of negotiation techniques and conflict resolution in high-pressure scenarios;

• Strong organizational skills to manage a portfolio of critical cases without missing deadlines;

• Exceptional interpersonal skills and ability to navigate between areas; capacity to engage and hold internal teams accountable for deadlines and solutions, with a focus on customer experience.

• Resilience and emotional intelligence to handle clients during friction moments.

• Strong problem-solving orientation and customer-centric focus.

🏝️ Benefits

• Flexible Benefit/VR: R$ 45.00 per working day.

• Home office assistance.

• Need to work on-site? We provide transportation vouchers. For those coming by train/metro, we offer a shuttle service from the station to the office.

• Bradesco health insurance.

• Amil Dental insurance.

• Pharmacy assistance.

• Childcare assistance.

• Day off on your birthday, so you can celebrate as you wish!

• To maintain physical health and well-being, we partner with accredited gym apps.

• For relaxation and mental health care, we have partnerships with online therapy and meditation platforms.

• Partnership with SESC - Full Credential.

• Exclusive discounts at leading colleges and educational institutions, focused on undergraduate, graduate, and MBA courses. We also provide free access to Omie Academy for employees.

• Partnership with English in Company courses.

• Discount program on insurance.

• Swile Shop: exclusive discount platform.

• Partnership with Dell.

• PPRL.

• Travel benefits.

• Life insurance.