Job Summary: The professional will focus on the customer, serving as the internal voice throughout the recovery process—monitoring tickets, proposing improvements, and developing innovative solutions. Key Highlights: 1. Acting in a 24x7 team as the internal customer voice during service recovery 2. Providing technical support for recovery and pursuing continuous improvements 3. Developing innovative solutions to expedite customer service **Responsibilities and Duties** **What awaits you daily:** --------------------------------- * Collaborate with a 24x7 team whose primary responsibility is to serve as the internal customer voice during the recovery process. Customers served by this team hold specific service contracts, internally referred to as Projects (Gerdau, Arcelor, Aperam, Neoenergia); * Monitor tickets opened by customers, interact with the departments responsible for those tickets, and keep customers informed of progress—both for connectivity and mobility services; * Collaborate with process teams and other stakeholders across the Recovery pipeline to propose process improvements; * Serve as the technical support for the recovery process, assisting the team, Claro’s internal departments, and even customers to restore services as quickly as possible; * Participate in alignment and quality meetings with customers—both recurring and emergency sessions; * Interface with internal and field-based service providers to ensure optimal outcomes for customers; * Support Special Projects, Solutions Consulting, and Commercial areas in delivering the best technical solution for customers; * Develop innovative solutions to enhance customer service—aiming to improve communication, responsiveness, and resolution time. **Requirements and Qualifications** #### **We’re looking for someone who:** * Thinks and acts from the customer’s perspective. Demonstrates interest and curiosity in understanding customers, their behaviors, and preferences to meet—and exceed—their expectations; * Shows consistent commitment to learning, teaching, and development, contributing to a relaxed, respectful, and collaborative environment that encourages diversity; * Is flexible enough to move beyond existing paradigms and mental models. Seeks innovative and sustainable solutions to create competitive advantages for the business, balancing economic, environmental, and social interests. **To join our team, it is essential to have:** ------------------------------------------------ * Residency in Belo Horizonte; * Completed undergraduate degree related to the field of operations; * Proven experience working effectively in team environments, with strong communication skills, customer focus, and ability to build strategic relationships; * Ability to independently and proactively manage projects; * Proficiency in managing and executing action plans using quality indicators, mobilizing departments and people to achieve agreed-upon results within deadlines; * Strong analytical capability and advanced knowledge of Excel and other Microsoft Office applications; * Experience in customer relationship management, preferably in the corporate market; * Solid technical knowledge in relevant topics (data networks, transmission systems, etc.), potentially acting as a knowledge multiplier. **Preferred Qualifications:** ------------------ * Experience in Claro Empresas’ Recovery process; * Knowledge of database systems (SQL or similar); * Ability to develop dashboards in Tableau or Microsoft Power BI; * Customer experience (Cx) knowledge. **Additional Information** **Job Details** -------------------- * Functional Classification: E3 * Directorate: DIR SOLUCAO E ENTREGA * Department: OPER GER GCC LESTESUL MZBR5 * Hiring Manager: Ronaldo Evaristo At **Claro, people are one of our core values.** Guided by this principle, we consistently invest in the health, well-being, and quality of life of our employees! To ensure the best possible experience throughout your journey with us, we offer an attractive benefits package. Check it out: * Flexible Work Schedule; * Meal and Food Allowance; * Medical and Dental Assistance; * Support for Critical Illnesses; * Assistance for Dependents with Disabilities; * Pharmacy Benefit; * Daycare/Babysitter Allowance; * Personal Support Program; * Claro Running; * Private Pension Plan; * Life Insurance; * Employee Combo; * Wellhub (Gympass); * Meu Pet Club; * Discounts and Partnerships; * Recognition Program for Years of Service; * And much more! **At our company, we value an inclusive, diverse, ethical, collaborative, and harmonious environment. We do not discriminate based on gender, race, color, sexual orientation, social status, or disability. Everyone is welcome!** **Here, we have a large team that makes everything happen!** It is through the effort and dedication of each of our People that we are today a benchmark in what we do—united by our purpose: **“Connecting for a more fun and productive life.”** We integrate all technologies to build the best and most comprehensive connectivity infrastructure in the country. We are confirmed multi-champions by Speedtest as Brazil’s fastest and most stable mobile internet and most stable Wi-Fi network, among many other recognitions. We are also Brazil’s 4th most valuable brand (BrandZ). In Brazil, we operate in over 4,800 municipalities and serve more than 83 million customers. We have led portability gains for over five years—achieving 1.2 million ported lines in 2022. And there’s more: We **innovate** our products and services to better serve our users! Today, we offer **entertainment** solutions (Claro Música, Claro TV+, Claro Livros, Claro Vídeo, Claro Gaming), **financial services** (Claro Pay), and much more! We have **aerospace presence** (with 5 satellites in orbit via Embratel) and are a reference in **industrial, automotive, and agribusiness connectivity**, among others. We also foster connections between our businesses and the innovation ecosystem through **beOn**, Claro and Embratel’s innovation hub. Sustainability is a Claro value. **We invest in environmental, economic, and social development**, always prioritizing governance, environmental responsibility, data protection, and social impact. Through the Claro Institute, we connect people for a better future—combining our services with social investments in **education and citizenship** projects. **So, is it a match? #JoinClaro and help us build the new together!