Ombudsman Assistant

Description

Job Summary: The Ombudsman Assistant will support the Ombudsman’s activities by registering and following up on complaints and feedback to ensure continuous service improvement and excellence in customer service. Key Highlights: 1. Handling registration and follow-up of complaints and feedback 2. Focus on continuous service improvement and excellence in customer service 3. Ethical, discreet, and empathetic professional The **Hanna Hotels Network** is seeking an **Ombudsman Assistant** to join our team. This professional will support the Ombudsman’s activities by registering, tracking, and responding to feedback from guests, employees, and partners—contributing to continuous service improvement and excellence in customer service, in accordance with the network’s standards. Key Responsibilities: * Receive, register, and classify feedback (compliments, suggestions, complaints, and reports) received through various channels. * Monitor progress of cases with responsible departments, ensuring timely and high-quality responses. * Draft clear, empathetic, and objective responses to submitters, under the Ombudsman’s guidance. * Maintain organized and updated records and service reports. * Support analysis of performance indicators and recurring issues, providing input for process improvements. * Ensure confidentiality, impartiality, and ethical handling of all information. * Assist in communication between the Ombudsman’s office and internal company departments. Desired Profile: An ethical, discreet, empathetic, and organized professional with strong interpersonal skills, capable of engaging effectively with diverse stakeholders, practicing active listening, mediating situations, and contributing to a culture of trust, respect, and continuous improvement in services delivered to guests and employees. **Benefits:** * Market-competitive salary; * Food Allowance; * Meal Voucher; * Transportation Allowance; * SESC membership; * GymPass; * Telemedicine. Employment Type: Permanent CLT contract Compensation: R$2\.300,00 \- R$2\.500,00 per month Benefits: * Food Allowance * Meal Voucher * Transportation Allowance Experience: * Customer Service (Mandatory) * Telemarketing (Mandatory) Work Location: On-site