Administrative Assistant - Ombudsman

Description

Job Summary: Professional to support the ombudsman office by analyzing and responding to user feedback regarding concessioned highways, aiming for transparency and user satisfaction. Key Highlights: 1. Ombudsman support and improvement of service quality. 2. Ensure transparency, efficiency, and user satisfaction. 3. Collaborate within a team oriented toward excellence and results. Hello! We are thrilled to welcome you here. Join our team. We are seeking talented, motivated professionals committed to quality and innovation. If this profile resonates with you and you wish to be part of a team driven by excellence and results, apply now and build a promising future with us! **Responsibilities and Duties** Support the process of receiving, analyzing, and responding to user feedback (complaints, suggestions, compliments, and denunciations) regarding concessioned highways, as well as collaborate in improving service quality. This professional contributes to ensuring transparency, efficiency, and user satisfaction, aligning with sector standards and regulations. **Main Responsibilities:** * Receive, register, and classify user feedback through internal systems, telephone, email, or official concessionaire channels; * Forward feedback to responsible departments, monitoring response and resolution deadlines; * Assist in drafting formal responses and customer service reports based on information gathered from technical departments; * Monitor deadlines and indicators defined by regulatory bodies (e.g., response time and feedback type); * Support qualitative analysis of feedback to identify opportunities for improvement; * Respond to requests and audits from regulatory agencies such as AGMES, providing required data and documents; * Collaborate on awareness campaigns and service improvements for highway users; * Maintain updated records in the ombudsman system and support updating internal policies and procedures; * Monitor measures adopted to resolve user requests, acting when necessary in mediating users and contracted service providers/organizations; * Issue incident follow-up reports to keep management duly informed; * Liaise with representatives of the granting authority to provide information and clarify user requests. **Requirements and Qualifications** Completed high school education; Basic knowledge of highway concession processes and user services; Knowledge of legislation and regulations related to customer service and ombudsman functions; Proficiency with ombudsman and protocol management systems; Clear and concise communication, both written and verbal; Information organization and control; Familiarity with productivity tools (Microsoft Office Suite: Excel, Word, PowerPoint, and Internet); Empathy and ability to handle challenging situations; Basic understanding of quality management and continuous improvement; Prior experience in ombudsman or customer service roles in public or private sectors; Knowledge of CRM tools or ombudsman systems; Ability to perform data analysis and prepare reports; capacity to handle conflicts and adverse situations assertively and empathetically; Ability to organize work and manage multiple deadlines and diverse demands; Desirable knowledge of the Concession Law. **Additional Information** On-site work in Uberaba/MG; Administrative working hours (or as per company policy). **Benefits:** Meal Allowance or Food Voucher; Health Insurance; Life Insurance; Wellhub (Gympass); Transportation Voucher. **In our selection processes, all individuals are welcome. We value, encourage, and promote Diversity and Inclusion at every stage.** The Group comprises companies with solid experience in construction and concessions, particularly in highways (Engenharia e Comércio Bandeirantes Ltda.; Senpar Ltda.; TCL Tecnologia e Construções Ltda.; and TORC – Terraplanagem, Obras Rodoviárias e Construções), and GLP Capital Partners, a global alternative asset manager focused on *real assets* and *private equity* investments, operating through concessionaires Way-306 and Way-112. For the Way-262 concession, Way Brasil partners with investment manager Kinea. **Way-306** Concessionária da Rodovia MS-306 S.A. is responsible for managing the entire length of MS-306, from km 0 at the MS/MT border to km 218.1 at its intersection with BR-158 in Cassilândia (MS), and incorporates 1.4 kilometers of BR-359, from km 0 to the MS/GO border. The highway crosses three municipalities: Costa Rica, Chapadão do Sul, and Cassilândia, all located in the northeastern portion of Mato Grosso do Sul State. **Way-112** Concessionária das Rodovias do Leste MS S.A. is responsible for the concession of MS-112 and segments of BR-158 and BR-436, totaling 412.4 kilometers. MS-112 extends from its intersection with BR-158 in Três Lagoas to its intersection with the same federal highway in Cassilândia, covering 200.5 kilometers. The concessioned segment of BR-158 runs from MS-306 (Cassilândia) to its intersection with MS-444 (Selvíria), totaling 193.8 kilometers. The BR-436 segment extends from its intersection with BR-158 in Aparecida do Taboado to the end of the road-rail bridge, spanning 18.10 kilometers, crossing six municipalities: Cassilândia, Paranaíba, Aparecida do Taboado, Inocência, Selvíria, and Três Lagoas. **Way-262** Concessionária da Rodovia BR 262 MG S.A. is responsible for the concession of BR-262, covering the stretch beginning at km 360+100 at its intersection with BR-381 in Betim, extending to km 799 at its intersection with BR-050 in Uberaba, totaling 438.9 kilometers. The concessioned stretch lies entirely within Minas Gerais State, in the region known as Triângulo Mineiro, traversing twenty municipalities: Betim, Juatuba, Mateus Leme, Florestal, Igaratinga, Pará de Minas, São Gonçalo do Pará, Conceição do Pará, Nova Serrana, Araújos, Bom Despacho, Moema, Luz, Córrego Dantas, Campos Altos, Ibiá, Araxá, Perdizes, Sacramento, and Uberaba.