#### **About the position:** We are looking for a Customer Relationship Coordinator to lead a strategic, dynamic area with a high volume of customer interactions. #### **Key responsibilities:** * Lead, engage, and develop the customer service and relationship team; * Monitor KPIs, operational metrics, and team performance; * Act strongly at both tactical and strategic levels; * Develop, implement, and optimize processes that ensure a simple and agile customer experience; * Design and deploy automated customer service workflows (chatbots, CRM, automations); * Continuously review the customer journey, proposing and implementing improvements; * Conduct and deliver ongoing training focused on team upskilling; * Handle critical customers, maintaining a technically sound and appropriate demeanor; * Collaborate with internal departments to build corrective actions and enhance the customer experience; * Develop short-, medium-, and long-term strategies aligned with company goals; * Prepare presentations for senior management and support strategic decision-making. #### **Mandatory requirements:** * Completed bachelor’s degree in Business Administration, Business Management, or related fields; * Proven experience in Customer Experience / Customer Service / Customer Relationship Management is essential; * Experience in the segment is desirable. #### **Work schedule and hours:** Hours: 8:00 AM to 6:00 PM \- 1 hour and 12 minutes for lunch