Job Summary: Provide customer support by managing customer relationships through administrative and judicial procedures to achieve targets and deliver results. Key Highlights: 1. Effective customer relationship support 2. Handling administrative and judicial procedures 3. Focus on achieving goals and delivering results **JOB MISSION:** Provide customer support by effectively managing customer relationships through administrative and judicial procedures, aiming to meet departmental goals and challenges and deliver outstanding results through direct customer service. **BEHAVIORAL COMPETENCIES: COMMITMENT, SOCIABILITY, AND PROFESSIONAL CONDUCT:** * Attendance and punctuality: Regularly reports to and remains at the assigned workplace and consistently adheres to established or agreed working hours; * Contribution to a quality work environment: Contributes to workplace well-being by maintaining a positive and respectful attitude toward internal and external SILVA FREITAS clients; * Team spirit: Collaborates respectfully and cooperatively within a team; * Flexibility and adaptability: Demonstrates ability to adapt and work effectively in diverse and changing situations involving various people and groups; * Continuous improvement: Recognizes errors made and uses them as opportunities for learning and development, applying such insights to enhance performance and outcomes; * Promptness: Demonstrates willingness and readiness to respond promptly to work demands; * Professional confidentiality: Maintains confidentiality of SILVA FREITAS information and incidents; * Diligence: Uses office materials, facilities, and equipment appropriately, contributing to resource conservation and responsible usage (e.g., water, electricity, machines, stationery, hygiene, cleaning, etc.). **JOB RESPONSIBILITIES** * Comply with instructions issued via the management system; * Deliver excellent service to Silva e Freitas leads and customers; * Ensure lead and prospect quality scheduled for service, in accordance with established contract closure criteria; * Enter all generated leads into the CRM and keep it updated until contract closure; * Maintain service quality standards for Silva e Freitas customers; * Record entries in the management system per standard operating procedures; * Keep CPJ and CRM protocol schedules up to date; * Verify and finalize process registrations in CPJ after protocol submission; * Respond to requests from the Operations Department; * Respond to requests from the immediate supervisor; * Promote SILVA E FREITAS core values; * Strictly conduct professional activities in accordance with the SILVA E FREITAS Internal Regulations; * Adhere to SILVA E FREITAS corporate identity image guidelines while performing duties. **REQUIREMENTS** * Minimum 1 year of customer service experience; * Document analysis skills; * Completed high school education; * Proficiency in Portuguese language (spoken and written). **INTERNAL REQUIREMENTS** * No promotion received within the 12 months preceding the job posting date; * No verbal, written warnings, or suspensions received within the last 6 months preceding the job posting date; * Not a repeat offender for verbal, written warnings, or suspensions within the last 12 months preceding the job posting date; * No unexcused absences within the last 6 months; * Minimum 1 year of tenure in current position.
João Silva
Indeed · HR
João Silva
Indeed · HR
