Customer Experience Associate assisting customers with buying and selling precious metals. Delivering outstanding service and evaluating jewellery while maintaining a professional store environment.
About the role
- Complaints Specialist responsible for managing customer complaints at iCliGo. Ensuring compliant and timely resolutions while collaborating with Booking & Operations.
Responsibilities
- Manage, analyze, and respond to customer complaints across multiple channels, including the ticketing system, email, the Electronic Complaints Book, and external entities.
- Draft clear, structured, and legally grounded responses in accordance with consumer protection and tourism legislation.
- Ensure compliance with all legally mandated response deadlines.
- Collaborate closely with the Booking & Operations (Customer Support) team.
- Serve as an escalation point and provide support for complex or sensitive cases.
- Assess legal and reputational risks associated with each complaint.
- Prepare responses for regulatory and external bodies.
- Collect, review, and evaluate contracts, communications, and booking records.
- Identify recurring issues and recommend corrective actions.
- Contribute to the improvement of internal processes related to customer experience and complaint handling.
Requirements
- Degree in Law or a related field.
- Customer support experience and solid knowledge of:
- • Consumer protection law
- • Tourism and travel law
- • Package travel and tourism services regulations
- Minimum of 1 year of experience in one or more of the following areas:
- • Complaints management
- • Customer support / operations
- Excellent written and verbal communication skills (Portuguese required | English required; other languages are a plus).
- Strong organizational and prioritization skills.
Benefits
- Competitive salary based on experience and expertise.
- Annual performance-based bonus.
- Health insurance.
- 24 days of annual leave (including your birthday off).
- Travel perks at net rates.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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