For us, serving the customer and offering products and services that meet their needs is a true passion that drives us to constantly seek better ways to create positive experiences.
Vivo's Relationship and Business area is responsible for managing the customer experience and generating new business in every interaction across our service channels.
As the Ombudsman (Customer Relations), our mission is excellence in customer service, ensuring satisfaction and problem resolution to reduce 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 coordinating with other company departments;
Conduct investigative and consultative service, thereby ensuring excellence in customer satisfaction scores;
Provide specialized technical support for mobile and fixed 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 services (broadband), ensuring accurate and efficient technical support;
Collaborate with technical teams to resolve complex issues and ensure customer satisfaction;
Be proactive in addressing the problems our customers report, proposing changes to service procedures and corrections to our processes.

Ability to solve problems quickly and efficiently;
Excellent communication and interpersonal skills;
Ability to work collaboratively with other departments;
Proactivity and the ability to propose improvements to service processes;
Previous customer service experience;
Foster a positive work environment by building transparent and trusting relationships with peers and leadership;
Proficiency in computer use and Microsoft Office is essential;
High school diploma (secondary education) required.
Availability to work shifts of 7 to 12 hours per day, Monday to Friday, within the period from 8:00 AM to 10:00 PM.

Exclusive offer with special discounts on Vivo fixed-line services, broadband, TV, and apps;
Free mobile plan in the 'Controle' category after 3 months with the company;
Choose the benefits that best suit you and your dependents: gym membership, meal voucher (VR), food voucher (VA), pharmacy assistance, medical insurance, dental insurance, and life insurance;
Have children? You will be entitled to assistance to help with school, daycare, or nanny expenses;
Work in an environment that respects your personality, clothing style, and individuality, where you can be authentic. #VemdeVocê
Enjoy a day off to celebrate your birthday;
Participate in one of the largest corporate volunteering programs, in partnership with Fundação Telefônica Brasil, to help make a difference in the world;
Take advantage of our Educational Development Program, which offers partnerships with educational institutions at discounted rates, as well as certifications and online courses;
Advance your career through our Internal Recruitment Program;
Variable compensation program.

Customer Experience Representative

Key skills