Description: * Bachelor's degree in Administration or related fields; * Intermediate proficiency in Microsoft Office Suite; * Salesforce knowledge is desirable; * Strong communication and interpersonal skills. * Daily monitoring of complaint indicators and telephony service level (network view); * Develop and disseminate materials such as knowledge base articles, performance/impact bulletins for complaint indicators, Telephone NS, SLA for child tickets (requests and complaints), and Reclame Aqui; * Monitor tickets assigned to departments and units to ensure timely resolution and adherence to deadlines communicated to customers; * Act as an intermediary between centralized customer support and internal teams, assisting in resolving inquiries and issues reported; * Actively participate in improving internal CX processes and implementing departmental projects, proposing best practices and innovations; * Alert Rodonanaves support areas about opportunities identified during customer interactions that are negatively impacting the customer experience; * Monitor resolution efforts and propose alignment meetings/process improvement sessions; * Collect customer feedback and analyze service-related data—for example, NPS—to identify improvement opportunities in both processes and services offered; * Provide customer support, ensuring agile and efficient resolution of requests; * Monitor customer experience metrics with our brand (retention, satisfaction, response time, etc.) and propose corrective actions when necessary, maintaining close collaboration with departments and units; * Execute action plans designed to increase customer loyalty and retention, ensuring long-term relationships; * Conduct call monitoring for your campaign to identify process improvement opportunities; * Perform other related duties. 2512110202491859514