Policy Analyst at BC Energy Regulator developing regulatory initiatives and improving efficiency in the BCER framework. Supports best practices in engaging government and stakeholders to implement legislative changes.
About the role
- Customer Service Analyst providing support to clients in a growing startup. Working with effective communication and conflict resolution via multiple channels.
Responsibilities
- Atendimento ao cliente (inquilino, corretor e imobiliária)
- Prestar suporte por canais como telefone, e-mail, chat e WhatsApp
- Esclarecer dúvidas sobre garantias locatícias, boletos, inadimplência, cobertura da garantia e processos em andamento
- Registrar e acompanhar atendimentos via CRM
- Garantir o cumprimento dos SLAs e a resolução no primeiro contato sempre que possível (FCR)
- Mediação de conflitos
- Atuar de forma empática e imparcial na mediação de divergências entre inquilino, corretor e imobiliária
- Encaminhar solicitações para áreas responsáveis (Comercial, administrativo, financeiro e felicidade do cliente)
- Relacionamento com o cliente e experiência do usuário
- Colaboração ativa na revisão e atualização de conteúdos e fluxos operacionais
Requirements
- Conhecimento básico sobre locação de imóveis
- Noções sobre o funcionamento de uma garantidora de pagamento
- Familiaridade com CRM (ex: Zendesk, Hubspot, preferencialmente de RD Station)
- Pacote Office e ferramentas Google (forms, Docs, etc.)
- Experiência com fluxos de atendimento e resolução de conflitos
- Conhecimento em ferramentas de atendimento omnichannel (e-mail, chat, telefone, WhatsApp)
Benefits
- Home office
- Full time
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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