Ombudsman Assistant

Description

Job Summary: The professional will support the handling and registration of user complaints, monitor deadlines, prepare reports, and contribute to the continuous improvement of the concessionaire's services. Key Highlights: 1. Ensure registration and handling of user complaints 2. Coordinate and monitor compensation processes 3. Identify risks and opportunities for continuous improvement The professional will be responsible for supporting the handling and registration of user complaints, tracking response deadlines, preparing reports, and contributing to the continuous improvement of services provided by the concessionaire. **Responsibilities and Duties** * Ensure registration and proper handling of all received complaints through investigation with the responsible departments; * Guarantee timely responses to users within established deadlines, using the Tor system for demand control and monitoring; * Coordinate and monitor user compensation processes, conducting investigations with involved departments and identifying potential procedural or process failures; * Identify risks and opportunities for improvement through analysis of the historical evolution of complaints; * Support senior management and managers in decision-making by presenting reports with key indicators and impacts of complaints on company operations; * Evaluate and handle complaints received through various channels (0800 hotline, website, ANTT, consumidor.gov.br, Reclame Aqui, in-person service, and e\-mail); * Prepare monthly and quarterly quantitative and qualitative reports for senior management and ANTT; * Suggest improvements to internal processes based on report analysis, contributing to enhanced service quality. **Requirements and Qualifications** Completed or ongoing undergraduate degree in Communications, Law, Business Administration, or related fields; **Desirable:** Professional with strong communication skills, active listening, and ease in interpersonal relationships; Ability to interact effectively with different departments and hierarchical levels; Organization, proactivity, and attention to detail. Experience in customer service; Knowledge of Consumer Protection Legislation; Knowledge of Consumer Protection Legislation and basic customer service concepts; Ombudsman course offered by ABO – Brazilian Ombudsman Association; Proficiency in Microsoft Office suite. **Additional Information** **Reside in Curitiba/PR** **Work Modality: 100% In-person.** **Administrative working hours, Monday to Friday.** **BENEFITS:** Medical and dental assistance; Life insurance; Transportation allowance; Meal voucher and/or food allowance; Profit Sharing Program (PLR); Welcome kit for newborns, including LGBTQIAPN\+ couples; Pharmacy discounts; And the “Mais Saúde” program (including Alper, Optum, and Wellhub apps). Childcare allowance Talent Referral Reward Program (Conservation) Via Araucária is the concessionaire responsible for operating, maintaining, and modernizing Lot 1 of the Paraná State Highway System, covering 473 kilometers of federal and state highways. This stretch includes the North and South bypasses of Curitiba, interconnections among municipalities in the Curitiba Metropolitan Region, and the route between the state capital and Guarapuava in central-southern Paraná, among other road segments. Over the next 30 years of the concession agreement, the company commits to investing BRL 7.9 billion in expansion and modernization projects across the highway network, plus an additional BRL 5.2 billion for operations. These investments cover a variety of improvements, including mechanical medical services, truck driver rest stops, weighing systems and scales, among others. Via Araucária is committed to generating local jobs and fostering regional development. According to the federal government, approximately 81,700 direct and indirect jobs are expected to be created, alongside fiscal contributions to the municipal governments of the 18 cities served by the highway network. You're on the right path! Experiencing difficulty registering or encountering any other issue with the Gupy platform? Access support here.