Customer Relationship Coordinator

Description

Job Summary: We are seeking a leader to manage the Customer Relationship team, focused on Customer Experience and continuous improvement of the customer journey. Key Highlights: 1. Management and follow-up of call center and technical area requests 2. Focus on continuous improvement of the customer journey 3. Analysis of customer service performance indicators We seek a professional to manage the ***Customer Relationship*** team, operating within the ***Customer Experience*** domain. This person will be responsible for: * Managing and following up on requests generated by the call center, acting as a bridge between customer service, technical areas, and other business units; * Ensuring efficient problem resolution with a focus on continuous improvement of the customer journey; * Identifying systemic and operational improvement opportunities, proposing and monitoring implementation of solutions; * Monitoring and analyzing customer service performance indicators (voice and digital), such as: AHT (Average Handling Time), AWT (Average Waiting Time), NPS (Net Promoter Score), FCR (First Call Resolution), Service Level Agreement (SLA), ABS, and TURNOVER; * Ensuring knowledge dissemination through training for internal teams and/or partners, guaranteeing knowledge sharing and process standardization; * Managing critical incidents and escalations, ensuring rapid and effective handling; * Supporting the development of workflows, scripts, and service improvements in collaboration with the call center; * Working closely with IT, Operations, and Engineering teams to resolve requests and enhance systems; * Ensuring proper use of customer service systems and tools. **Requirements:** * Completed undergraduate degree; * Relevant work experience required; * Proficiency in technology/software/systems required. **Strong differentiators (preferred but not mandatory):** * Ownership mindset and results orientation; * Proactivity and critical thinking; * Ability to coordinate across departments; * Leadership and people development skills; * Customer experience orientation. * *We encourage diversity! All our positions are open to professionals with disabilities or those who have been rehabilitated.* ***Check out our Culture Manifesto!*** Passion for the **CUSTOMER \-** Without customers, there is no Ligga. We strive to deliver a consistently surprising experience for all customers (internal and external). Results Orientation **\-** We are driven by our deliverables. Many, fast, and excellent — even small ones; we pursue results every day! Belief in **TRANSPARENCY \-** We open boxes, data, and ideas. Withholding information is an unacceptable error. Encouraging **PROACTIVITY \-** Challenges are opportunities for those who want to shine. If there’s a problem, take ownership and solve it. Creating **CONNECTION \-** No individual exists without the whole. No department exists without the company. We proactively build close, authentic relationships with our colleagues. Pursuing **TRANSFORMATION \-** More than just innovation, we aim to make a lasting impact on the lives of our customers, suppliers, and employees. We understand that repeating the same formulas will not spark transformation. Do you identify with this? Join our team! Learn more about us: https://www.youtube.com/watch?v\=VWwhkU5S5oU At LIGGA, we care about you and your well-being. Learn about our benefits: * Unimed Health Insurance Plan. * DentalUni Dental Insurance Plan. * ️ Meal and food allowance via hybrid card. * + ️ Life Insurance. * Transportation Allowance. * TotalPass for physical activities. * Employee Discount: 50% Off on any Internet plan subscription. * Partnership with Vittude for online therapy. * Citizen Company Program: Extended maternity and paternity leave. Additionally, our daily culture promotes: * ️ Birthday Day Off. * Relaxed, casual dress code. * Opportunity to work and grow within a rapidly expanding company — one of the largest players in its field in Paraná. * For parents with children up to 06 years old, you also receive your child’s birthday as a Day Off to further strengthen family bonds!