Job Summary: We are looking for SuperHeroes to monitor complaints, identify improvements, gather customer feedback, ensure a positive experience, and solve problems. Key Highlights: 1. Solving problems and ensuring customer satisfaction 2. Focusing on customer feedback and continuous operational improvement 3. Strong communication, mediation, and negotiation skills **Join us as a \#Superhero** SuperSim was born from a shared dream: saying Yes to as many Brazilians as possible — quickly, securely, and flexibly. We assembled a team of the best professionals in the industry to deliver financial products and services with empathy, focused on achieving the highest market approval rate in Brazil. Only this way can we fulfill our mission daily: democratizing access to credit in Brazil. **Who are the ***\#SuperHeroes*** we seek?** With the mission of transforming the online credit market, we seek individuals who will ensure our customers have a positive experience and extract maximum value from our products and services; #### **RESPONSIBILITIES AND ATTRIBUTES** **Main challenges for this position:** * Monitor and respond to complaints end-to-end on ReclameAQUI, ensuring satisfaction and a positive experience; * Identify opportunities for operational improvement; * Gather customer feedback; * Contact customers via phone, chat, and email; * Solve problems; * Escalate to other departments when necessary; * Present monthly department results; * Attend meetings with the department Head. **Key KPIs** * Consumer rating; * Resolution rate; * Likelihood to do business again; * Percentage of complaints responded to; * Achievement of goals with quality and productivity; * Ensuring users are served within the defined SLA; #### **REQUIREMENTS AND QUALIFICATIONS** **What we expect from you:** * Experience in customer service and ReclameAQUI; * Experience handling chat, voice, and tickets (e\-mails); * Sense of urgency; * Critical thinking; * Analytical ability; * Business acumen; * Proactive, dynamic, and empathetic attitude; * Adaptability and conflict resolution skills; * Communication and argumentation skills; * Mediation and negotiation skills; * Strong interpersonal relationship skills; * Results-oriented approach; * Planning ability; * Typing speed. **Preferred Qualifications:** * Bachelor’s degree or currently enrolled in a related field; * Intermediate Office suite proficiency (Excel and PowerPoint, primarily); **Work Schedule:** Interest and availability to work Monday through Friday during standard business hours, with a 1-hour break, in a **PRESENCE-BASED** format in the **Pinheiros** neighborhood, near Sumaré metro station (Line 2/Green), São Paulo–SP; **IMPORTANT TIPS** * An outdated resume on Gupy has a high chance of failing screening. **Please update your resume!** * Communication will occur via **WhatsApp** and **E\-mail**. Please stay alert! Don’t forget to check your spam folder. #### **ADDITIONAL INFORMATION** **What we offer you:** * Compensation: R$2\.300,00 \+ **monthly variable commission;** * Opportunity to work up to 40 overtime hours per month, **paid on payroll** — **not mandatory;** * **SuperSim Flex**: R$ 2\.141,00 in **benefits**, distributed across the following items in our package: * Meal/food allowance (VR/VA); * Health and dental insurance (SulAmérica) — **No co-payment;** * Life insurance (**Zurich**) — **No co-payment;** * Education assistance. \+ 6-month maternity leave and 1-month paternity leave; \+ Birthday Day Off; \+ Weekly soccer and volleyball; \+ Celebratory events and Happy Hours. **Our values:** Action and Attention; Consistency and Resilience; Analysis and Depth; Objectivity and Efficiency. **Responsibilities and attributes** **Requirements and qualifications** **Additional information** SuperSim was created to democratize access to credit in Brazil. With the highest market approval rate, we work to relax conditions and say “YES” more often to Brazilians who need opportunities and trust. We formed a team of the best professionals in the industry to deliver financial products and services that meet and resolve real population needs. With empathy and a focus on achieving the highest market approval rate in Brazil, we are revolutionizing the industry.
João Silva
Indeed · HR
João Silva
Indeed · HR
