OMBUDSMAN ASSISTANT

Description

Job Summary: Professional responsible for receiving, registering, and classifying customer complaints, analyzing them critically, seeking effective solutions, and acting with ethics, impartiality, and confidentiality. Key Highlights: 1. Act with ethics, impartiality, and confidentiality when addressing complaints 2. Promote thorough investigation and seek effective solutions to reported issues 3. Participate in training programs and stay updated on ombudsman practices **None:** Have you ever considered joining a company with over 100 years of history? Join us in this journey! The world changes — Zema acts! Guided by our core values — hard work, transparency, simplicity, ethics, people development, and courageous energy — we seek professionals eager to join one of the best companies to work for! **Learn more about our story:** https://portal.zema.com/nossa\-historia/ **Job Responsibilities:** Receive, register, and classify complaints, suggestions, compliments, and denunciations from customers or users, ensuring appropriate reception and proper routing of requests. Critically analyze received complaints, conduct necessary investigations, and seek effective solutions to reported issues. Establish clear and efficient communication channels between the organization and its stakeholders, ensuring transparent, respectful, and proactive dialogue. Guide and inform users regarding their rights, responsibilities, and institutional procedures required to resolve their requests. Prepare periodic reports and management indicators documenting complaints received, actions taken, and solutions effectively implemented. Identify weaknesses and bottlenecks in internal processes, proposing corrective actions or improvements focused on preventing recurrence and enhancing user satisfaction. Participate in training programs, workshops, and industry events to remain up-to-date on ombudsman best practices, current legislation, and service policies. Act with ethics, impartiality, and confidentiality, safeguarding information integrity, protecting personal data, and preserving the organization’s institutional image. **Requirements That Increase Your Chances:** Clear and objective communication; Empathy and active listening; Analytical ability; Organization and attention to deadlines; Impartiality and neutrality; Proficiency in official writing and mastery of standard Brazilian Portuguese; Ability to interpret regulations, institutional policies, and guidelines; Basic knowledge of spreadsheet, reporting, and database tools (e.g., Excel, Power BI). Bachelor's degree completed or in progress in any field of study. **Our Benefits:** Health Insurance; Dental Insurance; Meal Voucher; Development initiatives and platform; Wellhub (comprehensive health platform); Birthday Leave; Exclusive partnership discounts across various services and products. Diversity & Inclusion We are committed to seriously promoting and building Diversity & Inclusion within our company, implementing initiatives that foster a more diverse and inclusive culture, cultivating a strong sense of belonging among employees while simultaneously strengthening Zema’s brand in society. **None:** None