We are a multi-brand group operating in the sales of new and used vehicles, accessories, vehicle financing plans (consórcios), fleet management, insurance, and after-sales services through our network of dealerships, as well as car rental (mobility) services. We are seeking a **Digital Relationship Monitor** to oversee and optimize interactions between tele-service representatives and customers, acting as direct support to the Digital Relationship Supervisor. You will be responsible for developing the team of tele-service representatives, ensuring high-quality and efficient customer service through effective customer acquisition and retention strategies, meeting departmental goals, maximizing sales, and enhancing customer satisfaction. If you are agile, passionate about delighting customers, and committed to excellence in results, join our ***team***! ***We are Grupo NewChase and we grow together!*** **Responsibilities and Duties** * Monitor and audit customer service scripts by listening to calls and conducting individual follow-ups with each team member, providing feedback and designing action plans for improvement opportunities and reinforcement of strengths, while also evaluating service efficiency and quality. * Ensure all customer inquiries and requests are answered accurately and promptly. * Track and resolve complex customer complaints and issues, guaranteeing satisfactory resolutions; act as an escalation point for matters requiring special attention or creative solutions; maintain detailed records of all interactions and resolutions for future analysis and improvement. * Develop, update, and monitor departmental KPIs (qualitative and quantitative) using corporate systems to track team productivity and achievement of established targets. * Monitor data entry performed by tele-service representatives into corporate customer relationship systems to ensure personalized customer service. * Implement initiatives to improve team performance and customer satisfaction, thereby maximizing sales and/or after-sales volume and target achievement. * Assist the Digital Relationship Supervisor in overseeing tele-service representatives—including onboarding new representatives, managing time records, tracking absences, and handling any other team-related matters—to ensure continuous and effective operational flow. **Requirements and Qualifications** **If you:** * Are currently pursuing a Bachelor’s degree in Business Administration, Marketing, Communications, or related fields. * Have experience in customer service, preferably in digital or tele-service environments. * Possess knowledge of negotiation techniques. * Demonstrate analytical capability and experience in preparing reports and KPIs. * Have intermediate/advanced proficiency in Microsoft Office Suite (Excel, PowerPoint, etc.). * Are skilled at generating and interpreting performance reports and KPIs. *The \#GrupoNewChase is your place!* **Additional qualifications that will be considered advantageous:** * Experience in team supervision or in a similar support role will be considered a plus. * Familiarity with CRM tools and digital customer service platforms is desirable. **Additional Information** **What we offer:** * Competitive market-based salary; * Health insurance plan; * Dental insurance plan; * Meal or food allowance; * Transportation allowance; * Life insurance; * WellHub (formerly Gympass) — extendable to up to 3 dependents; * Free telemedicine — extendable to spouse, children; * Free psychological counseling — extendable to spouse, children; * Discounts on undergraduate, postgraduate, MBA, and fully online English courses; * Corporate University; * Recognition program for tenure; * Maternity care program. **WE ARE GRUPO NEWCHASE AND WE GROW TOGETHER** We are a national mobility group excelling in the automotive market, with over 30 years of service excellence and sustained growth. Our journey began in 1991 in Vitória da Conquista/BA, and today we operate across eight Brazilian states (Alagoas, Bahia, Ceará, Minas Gerais, Pará, Pernambuco, Sergipe, and Tocantins). Over the years, we have significantly expanded our operations, currently operating more than 40 dealerships representing Toyota, Lexus, BMW, Mini, Audi, Volvo, Chery, Chevrolet, Hyundai, Volkswagen, and GNC Seminovos. Additionally, we operate the Customer Retention Center, our dedicated unit responsible for the Group’s entire digital strategy and monitoring. Learn more about our journey on our official website: https://www.gruponewchase.com.br/. **HERE AT GRUPO NEWCHASE YOU’LL FIND:** * A welcoming and diverse work environment; * Continuous professional and personal growth; * Professional development programs. **JOIN US IN THIS JOURNEY!** Grupo NewChase stands out for its constant pursuit of innovation and humanization, focusing all efforts on a single purpose: “Delivering the best possible outcomes to our customers, employees, and partners—recognized for our DNA of \#SpeedandQuality” We are market leaders for every automotive brand we represent!
João Silva
Indeed · HR
João Silva
Indeed · HR
