Senior Customer Service Analyst

Role Overview

• Handle reports and systems that allow monitoring supplier performance;
• Conduct audits of processes and activities to ensure the quality of service delivery to customers;
• Support suppliers in engaging the appropriate teams to resolve systemic and operational issues;
• Support senior managers in evaluating supplier performance and provide operational information for results analysis;
• Contribute proposals to resolve operational problems;
• Monitor activities performed by contracted field teams;
• Take appropriate measures to preserve the telecommunications network;
• Ensure standardization and process compliance for services performed in the field;
• Oversee supplier transition processes in the field;
• Manage critical cases and processes related to fiber products (ANATEL, PROCON, Ouvidoria and Ombudsman) within the scope of field management

Requirements

• Education: University degree (completed or in progress) in Database, Business Administration, Engineering (Telecom, Production, Electrical, Electronic), or related fields;
• SQL Server, Power BI, VBA, Excel, Access, PowerPoint and intermediate Windows skills;
• Agile methodologies (Kanban, Scrum, OKR, etc.);
• Experience with quality and productivity indicators/KPIs;
• Experience in field operations (within or outside São Paulo);
• Knowledge of fiber product, related tools and systems (technical support);

Tech Stack

• SQL
• VBA

Benefits

• Choose the ideal benefit for you and your dependents via a digital platform with various categories such as Gym, Meal Voucher (VR), Food Allowance (VA), Pharmacy Assistance, Health Insurance, Dental Insurance and Life Insurance;
• Company mobile phone. Yes, a brand-new smartphone for you!
• Unlimited voice and data plan! Yes, unlimited! On the best mobile network, even faster with Vivo's 5G!
• An exclusive Vivo offer with special discounts on landline, broadband, TV and apps;
• Eligible to receive an annual bonus or PPR (Profit Participation Program);
• Plan your future through a private pension plan;
• Have children? You are entitled to a subsidy to help with school, daycare or nanny expenses;
• Work in an environment that respects your personality, dress style and individuality, where you can be authentic. #ComeAsYouAre
• Work remotely up to 2 days per week. #Mobility
• Flexible working hours;
• Enjoy a day off to celebrate your birthday;
• Participate in one of the largest corporate volunteer programs to help make a difference in the world;
• Benefit from our Educational Development Program offering partnerships with educational institutions at discounted rates; certifications and online courses;
• Boost your career through our Internal Recruitment Program, in Brazil or abroad — we are present in more than 17 countries! #VivoMyCareer
• Access a range of initiatives to improve your physical, emotional and social well-being! Here we have #VivoWellbeing, which encourages healthy habits and better quality of life! Available to employees: consultations with nutritionists, psychologists, social services, telemedicine, and much more!