Customer Relations Representative, Ombudsman

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

📋 Description

• Our commitment lies in serving customers and providing products and services tailored to their needs, which inspires us to continuously seek improved methods for fostering positive experiences.

• The Relationship and Business area at Vivo is tasked with overseeing customer experiences and generating new business opportunities across all our service channels.

• As part of the Ombudsman team, we strive for excellence in customer service by ensuring satisfaction and resolution, while minimizing customer escalations to consumer protection agencies (ANATEL, PROCON, and CONSUMIDOR.GOV).

• Our goal is to guarantee the best experience for customers in every interaction by thoroughly investigating and resolving all inquiries, whether during direct contact or through collaboration with other departments.

• We conduct investigative and consultative services that contribute to high customer satisfaction ratings.

• Our role includes providing specialized technical support for both mobile and fixed-line services, focusing on identifying and resolving related issues.

• It is essential to remain informed about the latest technologies and procedures regarding mobile services (prepaid, Control, and postpaid) as well as fixed-line (broadband) to deliver accurate and efficient technical support.

• Collaboration with technical teams is crucial for resolving complex issues and ensuring customer satisfaction.

• We maintain a proactive stance towards problems reported by our customers, suggesting improvements to service procedures and making necessary adjustments to our processes.

⛳️ Requirements

• Strong problem-solving abilities with a capacity to act swiftly and effectively.

• Excellent communication and interpersonal skills.

• Ability to work in collaboration with various departments within the company.

• Proactive attitude with the capability to recommend enhancements to service processes.

• Previous experience in customer service is preferred.

• Promote a positive work environment by fostering transparency and trust with colleagues and leadership.

• Proficiency in computer usage and Microsoft Office is required.

• High school diploma or equivalent is necessary.

• Availability to work shifts ranging from 7 to 12 hours per day, Monday to Friday, during the hours of 08:00 to 22:00.

• A home office setup is required, including a reliable internet connection (minimum 300 Mbps), a desk and chair, along with proper lighting and ventilation.

🏝️ Benefits

• Exclusive discounts on Vivo fixed-line products, broadband, TV, and applications.

• Complimentary mobile plan in the Control category after three months with the company.

• Select from a range of benefits tailored for you and your dependents: Gym membership, Meal Card (VR), Food Card (VA), Pharmacy Allowance, Medical Insurance, Dental Insurance, and Life Insurance.

• If you have children, you will qualify for an allowance to assist with school, daycare, or nanny expenses.

• Work in an environment that values your personality, attire, and individuality, allowing you to be your authentic self.

• Enjoy a day off to celebrate your birthday.

• Engage in one of the largest corporate volunteer programs to make a positive impact, in partnership with Fundação Telefônica Brasil.

• Take advantage of our Educational Development Program, which offers partnerships with educational institutions at discounted rates, along with certifications and online courses.

• Advance your career through our Internal Recruitment Program.

• Participate in a variable compensation program.