Job Summary: The analyst centralizes the receipt and technical handling of customer feedback, organizes, investigates, and prepares diagnoses for the Customer Service Coordination. Key Highlights: 1. Focus on digital reputation and multichannel demand management. 2. Healthcare background essential for technical audit of complaints. 3. Organized and communicative profile to interact with the public. **Job Objective** To centralize the receipt and technical handling of all customer feedback. The analyst is responsible for organizing, investigating, and preparing case diagnoses, ensuring that the Customer Service Coordination receives ready-to-use information for decision-making—especially in high-criticality cases and situations involving brand exposure. **Responsibilities and Duties** * Input Management and Triage * Multichannel Reception: Monitor and receive 100% of demands originating from: * Reclame Aqui and Google Reviews (focus on digital reputation). * Internal tickets and ombudsman emails. * Critical in-person or telephone complaints. * Criticality Classification: Identify the severity level of each case and distribute the workload queue according to priority. * Strategic Support to Coordination * Immediate Escalation: Report all Reclame Aqui, Google, and institutional-risk cases to the Customer Service Coordination immediately upon receipt. * Diagnosis Preparation: Investigate the patient’s history in the system, consult technical departments, and compile the case \\"dossier\\" (what happened vs. what should have happened). * Execution of Actions: Implement resolutions and responses after the strategy has been defined by the Coordination. The analyst executes the action plan decided by management. * Technical Analysis and Quality * Technical Interface: Use healthcare training (Nursing, Biology, or Biomedicine) to conduct technical audits of complaints together with the laboratory team. * Institutional Writing: Draft response drafts to be validated by the coordination before sending/publishing. **Profile and Requirements** * Education: Bachelor’s degree completed in Biomedicine, Nursing, or Biological Sciences (essential for technical dialogue). * Experience: Clinical laboratory. **Behavioral Profile** * Extreme Organization: To ensure no ticket \\"expires\\". * Process Orientation: Understand that final decisions rest with the coordination and strictly follow the escalation workflow. * Diplomatic Communication: Ability to represent the institution when interacting with the public.
João Silva
Indeed · HR
João Silva
Indeed · HR
