Customer Advocacy Analyst

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

📋 Description

• Oversee and track cases submitted to the Customer Advocacy team, ensuring tailored and effective resolution.

• Assess and categorize cases according to their impact, severity, category, and priority.

• Conduct thorough investigations of service histories, support tickets, contracts, evidence, and other information necessary for understanding each case.

• Engage with and follow up with the teams responsible for addressing customer requests.

• Ensure that internal deadlines are adhered to and keep customers updated throughout the resolution process.

• Compose responses for customers across both public and private channels using clear, professional, and empathetic communication.

• Manage complaints on Reclame Aqui by reviewing case histories, defining response strategies, engaging publicly and privately, monitoring resolution progress, and closing cases.

• Document and maintain all case information and stages up to date in ClickUp.

• Identify root causes, recurring issues, and areas for process enhancement.

• Escalate cases to leadership and responsible teams as necessary.

• Assist in preparing periodic reports that cover key cases, risks, recurring causes, and performance and reputation metrics for the Customer Advocacy and Reclame Aqui channels.

⛳️ Requirements

• Proven, strong experience in Customer Advocacy or Ombuds operations, including direct experience with Reclame Aqui and managing critical complaints through public channels.

• Exceptional written and verbal communication skills.

• Capability to handle dissatisfied customers, conflicts, sensitive situations, and cases with potential reputational repercussions.

• Analytical and investigative mindset.

• Strong organizational skills with a keen eye for detail.

• Ability to manage multiple requests concurrently.

• Excellent prioritization skills and dedication to meeting deadlines.

• Proficient in collaborating and negotiating effectively with various teams across the organization.

• Impartial approach with the ability to make decisions based on facts and evidence.

• Discretion in handling confidential information.

• Continuous improvement mindset with the ability to identify opportunities based on customer feedback.

• Experience in developing strategies to recover and enhance reputation across public customer service channels is a plus.

• Experience in monitoring and analyzing Reclame Aqui and Customer Advocacy performance metrics is an advantage.

• Familiarity with ClickUp or other ticketing and process management tools is beneficial.

• Experience in analyzing customer service, quality, and customer experience metrics is an asset.

• Knowledge of data protection and data processing regulations is a plus.

• A university degree, associate degree, or technical education is required.

• Proficiency in Portuguese.

🏝️ Benefits

• Home-office allowance

• Meal allowance

• Day off