Administrative Assistant - Manaus

Description

Job Summary: The professional will be responsible for customer service, conflict mediation, case analysis, and preparation of reports for continuous improvement. Key Highlights: 1. Conflict mediation and ombudsman services 2. Results-oriented mindset and continuous improvement 3. Assertive and empathetic communication Description: * Prior experience in customer service, retention, collections, or technical support—especially within telecommunications companies or internet service providers. * Strong writing and spelling skills for drafting formal responses and reports. * Proficiency with communication and record-keeping tools, such as internal ticketing systems, spreadsheets, and CRM platforms. * Ability to handle conflicts and high-pressure situations without losing emotional control. * Experience in conflict mediation or ombudsman services is preferred. * Completed high school education (ongoing or completed undergraduate studies in Administration, Communication, or Psychology are considered a plus). * Assertive and empathetic communication * Active and impartial listening * Organization and sense of responsibility * Analytical ability and attention to detail * Ethical and professional conduct * Results-oriented mindset and continuous improvement * Receive, register, and track customer feedback (complaints, suggestions, compliments, and complaints). * Analyze each case impartially, reviewing the customer's history and the involvement of relevant departments. * Mediate conflicts between customers and the company, seeking fair and sustainable solutions. * Ensure timely and appropriate follow-up with customers, delivering clear and professional communication. * Coordinate with internal departments (technical support, administration, finance, installation, retention, and cancellation) to investigate incidents and implement solutions. * Identify recurring process failures and propose operational or service improvements. * Prepare monthly reports containing satisfaction metrics, volume of interactions, types of feedback, and average resolution time. * Ensure compliance with internal policies, codes of conduct, and applicable legislation (e.g., the Consumer Protection Code and ANATEL regulations). * Handle received information confidentially and ethically. 2511060202271659120