Customer Service Specialist

Role Overview

• Read and understand all items in client contracts;
• Maintain client management routines and act as the primary point of contact for operations;
• Escalate issues to the appropriate levels for day-to-day problem and conflict resolution;
• Manage contract communications, lead the process, and interface with cross-functional teams to ensure deliverables;
• Coordinate internal communication flows with IT, Product, Data, Finance and other areas;
• Organize support and maintenance requests and define priorities according to the client's business needs;
• Identify opportunities to improve the participant experience journey;
• Interpret and analyze Program and Contact Center data and develop action plans to address issues;
• Monitor key participant experience indicators;
• Prepare presentations for client meetings and internal agendas;
• Demonstrate a proactive, assertive approach;
• Understand the customer experience journey to support Level 1 (N1) and Level 2 (N2) support teams in service

Requirements

• Bachelor's degree in Communication, Business Administration or a related field;
• Intermediate English;
• Advanced knowledge of Microsoft Office, with strong Excel skills;
• Excellent verbal and written communication skills;
• Enjoy working in regular, close contact with clients;
• Experience with digital platforms and CRM systems;
• Experience in customer support/back-office (handling N1 and N2 tickets);
• Ability to develop and present action plans for clients;

Benefits

• Flex Office – 2 days remote work and 3 days in-office;
• Birthday day off – Celebrate your special day as you prefer + points in our Marketplace;
• Flexible working hours – More autonomy to organize your routine;
• SulAmérica health and dental insurance;
• SulAmérica life insurance;
• Psychological counseling – Access to a platform with licensed psychologists;
• On-site massage – A moment of relaxation during your day;
• Relaxation/decompression room – To recharge your energy;
• TotalPass – Access to gyms and fitness activities;
• Fresh fruit in the office – For a healthy snack during work hours;
• Flexible Meal/Food Allowance – R$ 43.64 per day;
• Childcare assistance – For children up to 5 years old;
• Commuting assistance – Public transport voucher (VT), parking, or company shuttle;
• Qulture.Rocks – Performance management and development platform;
• Education assistance – Eligible after 12 months with the company, we invest in your learning;
• Inspiring and disruptive culture – A dynamic, collaborative and innovative environment;
• Newborn kit – A special gift for new parents;
• Internal events and engagement activities – Team gatherings and social moments;
• Exclusive benefits on special occasions – Because each special moment deserves to be celebrated!