Job Summary: Professional to support the process of receiving, analyzing, and responding to user feedback regarding concessioned highways, contributing to transparency and user satisfaction. Key Highlights: 1. Teamwork oriented toward excellence and results. 2. Collaborate in improving the quality of services provided. 3. Ensure transparency and efficiency for users. Hello! We are thrilled to welcome you here. Join our team. We are seeking talented, motivated professionals committed to quality and innovation. If this profile resonates with you and you wish to be part of a team oriented toward excellence and results, apply now and build a promising future with us! **Responsibilities and Duties** Support the process of receiving, analyzing, and responding to user feedback (complaints, suggestions, compliments, and reports) regarding concessioned highways, as well as collaborate in improving the quality of services provided. This professional contributes to ensuring transparency, efficiency, and user satisfaction, aligning with sector standards and regulations. **Main Responsibilities:** * Receive, register, and classify user feedback via internal systems, telephone, email, or official concessionaire channels; * Forward feedback to responsible departments, monitoring response and resolution deadlines; * Assist in drafting formal responses and service reports, based on information gathered from technical departments; * Monitor deadlines and indicators defined by regulatory agencies (e.g., response time and type of feedback); * Support qualitative analysis of feedback, contributing to identifying improvement opportunities; * Respond to requests and audits from regulatory agencies, such as AGMES, providing required data and documents; * Collaborate on awareness campaigns and improvements in highway user service; * Maintain updated records in the ombudsman system and support updating internal policies and procedures; * Monitor measures adopted to resolve user requests, acting when necessary in mediating users and contracted service providers/organizations; * Issue occurrence follow-up reports to keep management duly informed; * Maintain contact with representatives of the granting authority to provide information and clarify user requests. **Requirements and Qualifications** Completed high school education; Basic knowledge of highway concession processes and user services; Knowledge of legislation and regulations related to customer service and ombudsman offices; Proficiency with ombudsman and protocol management systems; Clear and objective communication, both written and verbal; Information organization and control; Familiarity with productivity tools (Microsoft Office Suite: Excel, Word, PowerPoint, and Internet); Empathy and ability to handle challenging situations; Basic knowledge of quality management and continuous improvement; Prior experience in ombudsman offices or customer service in public or private sectors; Knowledge of CRM tools or ombudsman systems; Ability to perform data analysis and prepare reports; capacity to handle conflicts and adverse situations assertively and empathetically; Organizational skills and ability to work under deadlines and diverse demands; Desirable knowledge of the Concession Law. **Additional Information** On-site work in Uberaba/MG; Administrative working hours (or as per company policy). **Benefits:** Meal Allowance or Food Voucher; Health Insurance; Life Insurance; Wellhub (Gympass); Transportation Voucher. **In our selection processes, everyone is welcome. We value, encourage, and promote Diversity and Inclusion at all stages.** The Group comprises companies with solid experience in construction and concessions, particularly in highways (Engenharia e Comércio Bandeirantes Ltda.; Senpar Ltda.; TCL Tecnologia e Construções Ltda.; and TORC – Terraplanagem, Obras Rodoviárias e Construções), and GLP Capital Partners, a global alternative asset manager focused on *real assets* and *private equity* investments, operating through concessionaires Way\-306 and Way\-112. For the Way\-262 concession, Way Brasil partners with investment manager Kinea. **Way\-306** Concessionária da Rodovia MS\-306 S.A. manages the entire length of MS\-306, from km 0 at the MS/MT border to km 218.1 at its junction with BR\-158 in Cassilândia (MS), incorporating 1.4 kilometers of BR\-359, from km 0 to the MS/GO border. The highway crosses three municipalities: Costa Rica, Chapadão do Sul, and Cassilândia, all located in the northeastern portion of Mato Grosso do Sul State. **Way\-112** Concessionária das Rodovias do Leste MS S.A. manages the concession of MS\-112 and sections of BR\-158 and BR\-436, totaling 412.4 kilometers. MS\-112 extends from its junction with BR\-158 in Três Lagoas to its junction with the same federal highway in Cassilândia, covering 200.5 kilometers. The concessioned section of BR\-158 runs from MS\-306 (Cassilândia) to its junction with MS\-444 (Selvíria), totaling 193.8 kilometers. The BR\-436 section extends from its junction with BR\-158 in Aparecida do Taboado to the end of the road-rail bridge, covering 18.10 kilometers, crossing six municipalities: Cassilândia, Paranaíba, Aparecida do Taboado, Inocência, Selvíria, and Três Lagoas. **Way\-262** Concessionária da Rodovia BR 262 MG S.A. manages the concession of BR\-262, covering the stretch from km 360\+100 at its junction with BR\-381 in Betim to km 799 at its junction with BR\-050 in Uberaba, totaling 438.9 kilometers. The concessioned stretch lies within Minas Gerais State, in the region known as Triângulo Mineiro, crossing twenty municipalities: Betim, Juatuba, Mateus Leme, Florestal, Igaratinga, Pará de Minas, São Gonçalo do Pará, Conceição do Pará, Nova Serrana, Araújos, Bom Despacho, Moema, Luz, Córrego Dantas, Campos Altos, Ibiá, Araxá, Perdizes, Sacramento, and Uberaba.