Description: * Completed or currently pursuing a bachelor’s degree in Administration, Communications, Ombudsman Studies, Management Processes, or related fields. * Prior experience in ombudsman offices, second-level customer service, Level 2 Customer Support Centers (SAC), or mediation/conciliation areas. * Strong analytical ability, formal writing skills, and active listening. * Knowledge of consumer legislation (CDC) and sector-specific applicable regulations. * Familiarity with customer service tools (e.g., Zendesk, Salesforce, Reclame Aqui). * Intermediate proficiency in Excel or Google Sheets. * Receive, register, and classify customer submissions (complaints, suggestions, compliments, and reports). * Handle and investigate complex cases, understanding the entire customer journey. * Critically analyze cases impartially, seeking fair solutions within legal deadlines. * Draft formal, clear, empathetic, and objective responses. * Route requests to responsible departments and monitor deadlines and resolutions. * Monitor performance indicators (SLA, recurrence rate, resolution rate, etc.). * Ensure compliance with regulatory bodies and internal policies (e.g., BACEN, ANS, SUSEP). * Identify failures and recurring patterns, proposing improvements and action plans. * Prepare managerial reports with insights and opportunities for improvement. * Support audits and regulatory or legal actions. * Serve as the customer’s voice within the organization, conveying feedback and proposals to relevant departments. * Participate in reviewing processes and policies to prevent complaints. * Conduct benchmarking and track trends in ombudsman practices and customer experience. * Promote a culture of active listening, empathy, and transparency. 2512160202201867776