Customer Relations Representative, Ombudsman
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Job Description
Customer service role focused on exceptional client experiences in a digital context. Enabling solutions for customer inquiries and satisfaction in a remote format.
Responsibilities:
- For us, serving the customer and offering products and services according to their needs is a true passion that drives us to find better ways every day to create positive experiences.
- Vivo's Relationship and Business area is responsible for managing the customer experience and generating new business at every contact across our service channels.
- As the Ombudsman team, our mission is excellence in customer service, ensuring satisfaction and resolution, and reducing customer escalations to consumer protection agencies (ANATEL, PROCON and CONSUMIDOR.GOV).
- Ensure the best experience for customers in every interaction by investigating and resolving all requests, whether during contact or by interacting with other areas of the company.
- Perform investigative and consultative service, which in turn leads to excellent customer satisfaction ratings.
- Provide specialized technical support for mobile and fixed-line services, identifying and resolving issues related to these services.
- Stay up to date on technologies and procedures related to mobile services (prepaid, Control and postpaid) and fixed-line (broadband), ensuring accurate and efficient technical support.
- Collaborate with technical teams to resolve complex issues and ensure customer satisfaction.
- Be proactive and uncompromising regarding problems our customers report, proposing changes to service procedures and corrections to our processes.
Requirements:
- Strong problem-solving skills with the ability to act quickly and efficiently.
- Excellent communication and interpersonal skills.
- Ability to work collaboratively with other areas of the company.
- Proactivity and the ability to suggest improvements to service processes.
- Previous experience in customer service.
- Foster a positive work environment by building relationships of transparency and trust with peers and leadership.
- Proficiency with computers and Microsoft Office is essential.
- High school diploma or equivalent.
- Availability to work shifts of 7–12 hours per day, Monday to Friday, within the timeframe of 08:00 to 22:00.
- Home office setup required with internet (minimum 300 Mbps), a desk and chair, and good lighting and ventilation.
Benefits:
- Exclusive discount offers on Vivo fixed-line products, broadband, TV and apps.
- Free mobile plan in the Control category after 3 months with the company.
- Choose the most suitable benefits for you and your dependents: Gym membership, Meal Card (VR), Food Card (VA), Pharmacy Allowance, Medical Insurance, Dental Insurance and Life Insurance.
- Have children? You will be eligible for an allowance to help with school, daycare or nanny expenses.
- Work in an environment that respects your personality, dress style and individuality, allowing you to be authentic.
- Enjoy a day off to celebrate your birthday.
- Participate in one of the largest corporate volunteer programs to help you make an impact, in partnership with Fundação Telefônica Brasil.
- Benefit from our Educational Development Program offering partnerships with educational institutions at a discount; certifications and online courses.
- Grow your career through our Internal Recruitment Program.
- Variable compensation program.
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