Administrative Assistant - Manaus

Description

Job Summary: Customer service professional responsible for receiving, recording, and tracking customer feedback, mediating conflicts, and ensuring customer satisfaction. Key Highlights: 1. Mediate conflicts and seek fair solutions for customers and the company 2. Focus on continuous improvement and ensuring customer satisfaction 3. Ethical conduct in handling information and compliance with regulations Description: * Prior experience in customer service, retention, collections, or technical support—especially within telecommunications companies or internet service providers. * Strong writing and spelling skills for drafting formal responses and reports. * Proficiency in communication and record-keeping tools, such as internal ticketing systems, spreadsheets, and CRM platforms. * Ability to handle conflicts and high-pressure situations without losing emotional control. * Experience in conflict mediation or ombudsman services is desirable. * Completed high school education (a bachelor’s degree in progress or completed in fields such as Administration, Communication, or Psychology is considered an advantage). * Assertive and empathetic communication * Active and impartial listening * Organization and sense of responsibility * Analytical ability and attention to detail * Ethical and professional conduct * Results-oriented mindset and commitment to continuous improvement * Receive, record, and track customer feedback (complaints, suggestions, compliments, and complaints). * Analyze each case impartially, reviewing the customer’s history and the involvement of relevant departments. * Mediate conflicts between customers and the company, seeking fair and sustainable solutions. * Ensure timely and appropriate responses to customers, delivered with clarity and professionalism within established deadlines. * Coordinate with internal departments (technical support, administration, finance, installation, retention, and cancellation) to investigate incidents and facilitate solutions. * Identify recurring process failures and propose operational or service improvements. * Prepare monthly reports with satisfaction indicators, volume of interactions, types of feedback, and average resolution time. * Ensure compliance with internal policies, codes of conduct, and applicable legislation (e.g., the Consumer Protection Code and ANATEL regulations). * Handle received information confidentially and ethically. 2511060202271659120