Ombudsman Assistant

Description

Job Summary: The professional will receive, register, and classify customer feedback, critically analyzing requests to identify effective solutions and promote transparent communication between the institution and its stakeholders. Key Highlights: 1. Acting with ethics, impartiality, and confidentiality in resolving requests 2. Focus on continuous improvement and prevention of incidents 3. Part of a company with over 100 years of history **None:** Have you ever considered joining a company with over 100 years of history? Join this legacy! The world changes; Zema acts! In alignment with our core values—work ethic, 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 customer or user feedback (complaints, suggestions, compliments, and reports), ensuring appropriate reception and proper routing of requests. Critically analyze received feedback, conduct thorough investigations, and pursue effective solutions to reported issues. Establish clear and efficient communication channels between the institution 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 feedback received, actions taken, and solutions effectively implemented. Identify weaknesses and bottlenecks in internal processes, proposing corrective actions or improvements focused on preventing new incidents and enhancing user satisfaction. Participate in training sessions, workshops, and industry events related to ombudsman practices, staying updated on best practices, applicable legislation, and service policies. Act with ethics, impartiality, and confidentiality, safeguarding information integrity, personal data protection, and the organization’s institutional image. **Requirements that enhance your candidacy:** Clear and concise communication; Empathy and active listening; Analytical ability; Organization and attention to deadlines; Impartiality and neutrality; Strong official writing skills 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 advancing Diversity & Inclusion throughout the company, implementing initiatives that foster a more diverse and inclusive culture, cultivating a sense of belonging among employees while simultaneously strengthening the Zema brand in society. **None:** None