Senior Labor Relations Analyst managing negotiation with labor unions for a construction materials company. Focusing on relationship management and legislative impacts in Brazil.
About the role
- Analista de Atendimento de Ouvidoria responsible for user satisfaction and problem-solving at Sicredi. Collaborating with internal teams to improve service delivery and user experience.
Responsibilities
- Acts as the voice of the user and guardian of a positive experience, using customer service techniques to creatively resolve issues that boost loyalty, improve retention and shape users’ perception of the services provided;
- Identifies and resolves a variety of issues, proposing improvements based on users’ feedback and needs;
- Receives, resolves and follows up on user complaints submitted through various channels;
- Seeks solutions and analyzes cases received via channels, conducting analytical studies based on complaint history;
- Develops a complete understanding of users’ needs;
- Monitors daily progress of requests, tickets and other user demands with internal teams to ensure resolution within established SLAs, keeping the user informed throughout the process;
- Manages/intermediates communication between users, internal teams and cooperatives;
- We value autonomy here and look for people who are proactive and creative in their day-to-day work, solving problems and taking ownership of decisions. All of this with a high degree of responsibility — after all, you will be the voice of users within Sicredi.
Requirements
- Postgraduate degree completed or in progress;
- Certification in Ombudsman services is a plus;
- Intermediate Microsoft Office skills;
- Passion for problem-solving and working in a collaborative, diverse team;
- Be dynamic, innovative, curious and communicative;
- Willingness to accept challenges and pursue continuous development;
- Listen and engage in discussions, proposing ideas and solutions;
- Work autonomously with responsibility and commitment;
- Emotional intelligence and a sense of urgency;
- Versatility and adaptability to rapid changes and different audiences;
- Ability to build relationships and networking;
- Act transparently and supportively, showing empathy and a strong user focus.
Benefits
- Fixed 14th and 15th salary payments
- Profit-sharing/performance participation (depending on seniority)
- Health and dental plans with no co-payment
- Wellness programs through Wellhub (formerly Gympass): nutrition, psychology, occupational health, massage, running group and local gym
- Food and meal allowances with flexible percentage allocation between cards (no co-payment)
- Extended maternity and paternity leave
- Childcare or nanny allowance for children up to 6 years and 11 months
- Support for children with disabilities, no age limit
- Life insurance
- Private pension plan up to 7% of salary
- Training platform – Sicredi Aprende, with a wide range of courses
- 40-hour workweek – using a time bank system
- Remote work allowance (except for positions that are 100% on-site)
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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