Senior Customer Relationship Analyst

Description

The Porto Serviço vertical is undergoing a transformation to establish itself as a reference in B2B2C and B2C services. Within the new Market Coordination \+ B2C, the Customer Service Center (SAC) transitions from a reactive function to an intelligence and brand protection unit. The team's purpose is to ensure that every complaint becomes an opportunity to reverse the customer experience and identify structural failures along the customer journey, acting swiftly within a high-growth and highly complex ecosystem. Your primary scope is managing and handling B2C channel complaints, covering critical channels such as **Reclame Aqui**. This goes beyond merely responding to tickets: it involves investigating what occurred at the frontline (service delivery), defining the optimal resolution strategy, and directly engaging with the consumer to restore trust, brand reputation, and customer retention. **Responsibilities and Duties** * **Reputation Management (B2C):** Act on the front line of high-visibility channels, ensuring responses and resolutions preserve satisfaction metrics (**NPS**) and quality certifications from **Reclame Aqui**. * **Strategic Retention:** Leverage complaint handling as a tool for **retaining customers within the base**, performing personalized recoveries that reverse cancellation intent and rebuild confidence in service delivery. * **Investigative Analysis:** Conduct root-cause analysis of issues in collaboration with systems and partners, ensuring proposed solutions are definitive—not merely palliative. * **Value-Focused Decision-Making:** Autonomy to negotiate compensation levels and loyalty benefits, balancing customer satisfaction with Porto’s financial and operational interests. * **Conflict Mediation:** Conduct high-complexity telephone or written communications, serving as the brand ambassador to calm detractors and convert negative experiences into success stories. * **Resilience in New Scenarios:** Operate with agility and effectiveness in a newly established structure where partner interface processes are still being calibrated. * **Operational Balance:** Balance daily workload volume with the depth required for technical and human analysis of each case. * **Institutional Image Stewardship:** Represent Porto on highly exposed public channels, where response quality directly impacts NPS and brand image. **Requirements and Qualifications** * **Completed Bachelor’s degree.** * **Crisis Management Experience:** Experience in customer service for complaint resolution. * **Empathetic and Persuasive Communication:** Proficiency in written and spoken communication to deliver personalized recoveries that foster connection and resolution. * **Analytical and Solution-Oriented Profile:** Ability to diagnose process failures and propose solutions that preserve the active customer base without violating business guidelines. * **Resilience and Autonomy:** Ability to handle productivity and quality targets, make sound decisions under pressure, and operate with minimal tactical supervision. * **Focus on Quality Metrics:** Clear understanding of how your performance impacts the area’s **NPS** and the brand’s market perception. **Additional Information** **BENEFITS** **Flexible Meal and Food Allowance;** **Health Insurance Plan;** **Dental Insurance Plan;** **Wellhub and TotalPass;** **Exclusive Bio Ritmo Gym for Employees:** located at the Head Office Complex; **Profit-Sharing Program (PLR);** **Stock Ownership Program: Porto em Ação:** complementary to PLR until 2025; **Sand Volleyball and Multipurpose Courts:** located at the Head Office Complex; **Transportation Allowance;** **Van Transportation Services;** available at major access stations to Porto (Luz, Barra Funda, Santa Cecília, and Júlio Prestes); **Extended Parental Leave:** up to 40 days for all family configurations; **Extended Maternity Leave** of 6 months.; **Medical Clinic with Specialties:** located at the Head Office Complex and Barra Funda; **Childcare or Babysitter Assistance;** **Life Insurance;** **Private Pension Plan \- PortoPrev;** **Discounts on Products and Services;** **Tuition Reimbursement Program: Reimbursement for undergraduate, graduate, or MBA studies;** **Monthly Running Events:** subsidy for major São Paulo street races; **Language Course Reimbursement (English or Spanish);** **Teatro Porto:** exclusive screenings for employees; **Library;** **Rest Room:** at the Head Office Complex; **Game Room:** at the Head Office Complex; **Massage and Podiatry Services:** at the Head Office Complex; **Work Location:** Alphaville \- SP; **Work Model:** 4x1; **Working Hours:** 8:00 AM to 5:00 PM or 9:00 AM to 6:00 PM; Porto is much more than an insurance company: it is a vast ecosystem leveraging technology to create solutions across four business verticals: **Porto Bank, Porto Saúde, Porto Seguro, and Porto Serviço**. The reputation and recognition earned over more than seven decades underscore Porto’s scale—a business reference built by and for people. Here, 13,000 employees proudly wear their hearts on their sleeves—**proud to be part of a solid, ethical organization** that **turns dreams into fantastic realities** for our more than 15.8 million customers. We operate through over 101 branches and regional offices across Brazil. Learning is embedded in our DNA, and here you’ll find **incentives, tools, and great people to help you learn and grow every day**, in an inclusive and secure environment where everyone can be themselves and take pride in who they are—fostering respect and **living holistically and well-being in a genuinely human company.** **DIVERSITY & INCLUSION AT PORTO** At Porto, we value diversity and believe that a plural team is essential to the development of our entire business, society, and each individual—because we understand that every person is unique in building a more innovative and inclusive environment. Together, we work daily to build a safe, free, and welcoming space, with greater plurality and respect. Therefore, we **strongly encourage applications from women, Black and Indigenous people, people with disabilities, and LGBTQIA\+ individuals** for all our open positions.