Customer Service Supervisor

Description

Job Summary: We are seeking a professional to provide customer service, with a focus on welcoming, listening to, and understanding customers' needs while preserving humanized service and excellence. Key Highlights: 1. Humanized and excellent customer service for Grupo Fleury clients. 2. Opportunity to support the team and clarify questions regarding exams and health insurance plans. 3. Inclusive culture focused on equity and appreciation of differences. **Job Details** -------------------- **What are the department’s and role’s challenges:** This person will be responsible for providing customer service to Grupo Fleury clients. We seek someone who welcomes, listens to, and understands customers’ needs, prioritizing humanized service without compromising the quality and excellence we highly value. **Main Responsibilities:** * Receive visitors in person or via telephone, providing accurate and correct information to meet service demand and deliver high-quality service; * Support the unit’s customer service team before and during customer service hours, clarifying questions regarding exams, health insurance plans, and any other topics, aiming to maintain customer satisfaction standards; * Support the unit’s customer service team in requesting exceptions from clients in any situation where the team lacks autonomy; * Attend to customers in any situation (complaints, suggestions, compliments, etc.) and mediate service with receptionists when necessary; * Verify whether unit receptionists are inspecting and submitting their service request forms to the billing department, as well as sending their cash boxes to the treasury, and provide support in case of questions; * Ensure appropriate use of consumable materials; * Submit the unit’s daily folder and courier bag properly registered; * Participate in periodic meetings with the Reception Department’s leadership and management to resolve various issues identified and assigned to each area; * Issue and manage requests for the unit’s consumable materials through an automated system to replenish supplies in the department; * Organize and update individual records, including adding, deleting, or modifying entries, for administrative control and future contact; * Receive, distribute, and forward documents and requests to various departments, registering document entry/exit to meet administrative needs; * Execute document, paper, and process handling activities, following all steps to ensure administrative, operational, and legal completion of services; * Prioritize tasks by analyzing deadlines and urgency to organize the department and ensure efficient execution; * Facilitate new employees’ learning by guiding them and sharing knowledge to integrate the work team; * Encourage the work team and introduce new work methods, suggesting ideas, techniques, and improvements to enhance, refine, and rationalize services; * Uphold and enforce the Group’s vision, mission, and values among the work team. * Maintain and preserve materials and equipment used at the workplace, keeping it clean and organized to comply with safety and hygiene standards; * Adhere strictly to the scheduled working hours, demonstrating punctuality and assiduity to fulfill the established workload and deliver satisfactory service performance; * Keep the physical workspace organized according to established standards to comply with occupational safety and hygiene regulations; * Maintain positive relationships with the team and leadership, respecting others, engaging in dialogue, and acting ethically in all situations to uphold the professional confidentiality required by this position; * Keep the team’s training schedule up to date, continuously seeking improvements and enhancements; * Proactively analyze performance indicators and rigorously monitor best practices and market trends. * Perform other duties related to this position, following leadership guidance. **We Are Looking For Someone Who Has:** Preferred: Completed or ongoing undergraduate studies. Proficiency in Microsoft Office suite. Focused attention, organization, teamwork, communication, and time management skills. **What Do We Expect?** * Our essence inspires our daily work; therefore, we seek someone aligned with our purpose of caring for people; * Someone who demonstrates care and empathy throughout the entire journey, always placing the customer at the center of actions and pursuing excellence; * A desire to learn, appreciation for teamwork, and willingness to share knowledge. We promote an inclusive culture focused on equity and appreciation of differences. Our job openings are open to all individuals, and, symbolizing our intentionality, we offer affirmative opportunities. Our commitment goes beyond compliance with legislation promoting diversity and inclusion. We actively work to broaden representation across race, ethnicity, gender, generations, persons with disabilities, and LGBTQIAPN+ individuals within our team, while also strengthening representation of Black women, Indigenous peoples, and heads of households. To learn more about Grupo Fleury, please visit: https://carreiras.grupofleury.com.br/ Grupo Fleury informs that participation in its selection processes is free of charge, and no third-party company is authorized to charge fees for job applications, training, educational materials, or any other related expenses. **Requirements** -------------- ### **Minimum Education Level** **Completed High School (Secondary Education)**### **Other Requirements**