Supervisor of Contact Center at Tokio Marine responsible for enhancing team performance and client satisfaction through motivational campaigns and feedback. Focused on sales performance and team evaluation.
About the role
- SAC Analyst managing customer complaints and inquiries for Caixa Residencial. Collaborating with internal teams to ensure quality and resolution of issues.
Responsibilities
- Handle end-to-end processing of received complaints on SAC and Reclame Aqui;
- Draft strategic, clear public responses aligned with the brand's positioning;
- Ensure compliance with defined SLAs and quality standards;
- Mediate conflicts with dissatisfied customers and detractors;
- Analyze recurring issues and identify root causes of complaints;
- Propose and monitor action plans;
- Monitor and analyze metrics such as Consumer Score, resolution rate, response rate, and recurring complaints;
- Work proactively to reduce new Reclame Aqui registrations;
- Support quality and customer experience initiatives (TQC/CX).
Requirements
- Currently enrolled in a bachelor’s program (Law, Communications, Business Administration), or other programs that develop competencies compatible with analytical service, problem solving, quality, communication, and customer experience;
- Knowledge of Power BI (visualizations and basic report creation);
- Analytical ability to read and interpret data;
- Solid experience in SAC/customer service;
- Handling complaints on public channels, especially Reclame Aqui (mandatory), Consumidor.gov.br (plus);
- Interpretation of KPIs (Consumer Score, Resolution Rate, Response Rate, RA1000);
- Strategic drafting of public responses;
- Deadline and SLA management;
- Ability to handle critical complaints, detractor customers, and brand exposure;
- Ability to analyze root causes of recurring complaints;
- Propose process improvements together with internal areas;
- Prepare management reports and diagnostics;
- Knowledge of quality indicators (TQC, NPS, CSAT, FCR);
- SLA and priority management;
- Knowledge of CDC (Consumer Defense Code), the new Insurance Law, and LGPD (Brazilian Data Protection Law);
Benefits
- SulAmérica Health Insurance
- SulAmérica Dental Insurance
- Life Insurance
- Family funeral assistance
- Medication reimbursement
- Private pension plan
- Meal and food vouchers
- Transportation voucher
- Christmas gift basket
- 14th basket (additional holiday basket)
- Extended maternity leave: 6 months
- Extended paternity leave: 20 days
- Childcare or nanny allowance
- Assistance for children with disabilities
- Quick on-site massage once a week at the office
- Workplace exercise session once a week on-site
- Breakfast provided
- TotalPass
- Day off
- APCEF partnership
- Caixa University
- Profit sharing
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
Join Tokio Marine as an Analista de Contact Center, enhancing internal communication and engagement strategies. Focus on creating compelling content and effective campaigns.
Substance Use Disorder Technician in Call Center management of behavioral health treatments. Ensuring appropriate levels of substance use care and facilitating treatment authorization processes.
Contact Center Representative assisting customers with banking inquiries at TD. Delivering legendary service by resolving issues and offering personalized support to clients.
Customer service support for TD's Fraud Loss Prevention team assisting clients with inquiries and delivering support. Resolving issues while providing an outstanding customer experience in a hybrid role.
Sales Assistant I providing administrative support for BioPlus Specialty Pharmacy in a hybrid work environment. Answering calls, preparing proposals, and resolving sales issues.
Advisor, Telephone Sales II Intl making outbound calls to international members for renewals and upgrades. Delivering exceptional service and driving sales of ancillary travel products.
Call Center Specialist building lasting member relationships and educating on financial services at Corning Credit Union. Responsible for troubleshooting, resolving inquiries, and processing transactions.
Contact Center Associate I ensuring blood collections goals through donor calls for blood donations. Working remotely mostly with some required in - office training and meetings.
Customer Care Specialist at Camden National Bank providing customer service over the phone. Assisting with banking needs and collaborating with departments for effective solutions.