Job Summary: A professional responsible for member service and support, record management, collaborative problem resolution, and administrative support, with a focus on member satisfaction. Key Highlights: 1. Friendly, professional, and solution-oriented service to members 2. Organized management of internal records and documentation 3. Active collaboration in resolving complex issues Service and Support * Respond to and route inquiries received via chat, telephone, and other communication channels. * Ensure friendly, professional, and solution-oriented service, prioritizing member satisfaction. * Clarify doubts and provide accurate information regarding the association’s services and benefits. Record and Documentation Management * Maintain organized and up-to-date records of interactions with members. * Archive and manage administrative documents related to service delivery. * Input relevant information into internal systems to support case tracking. Collaboration and Problem Resolution * Collaborate with other teams to resolve issues raised by members. * Escalate complex cases to responsible departments, ensuring efficient problem resolution. * Contribute suggestions to optimize service processes. Monitoring and Follow-up * Track the resolution of member requests, ensuring adherence to established deadlines. * Monitor service satisfaction levels and propose improvements when necessary. * Conduct follow\-up with members to verify the effectiveness of solutions provided. Administrative Support * Assist in organizing documents, reports, and other administrative tasks. * Support internal demand control and management related to service delivery. * Collaborate in preparing reports on service metrics and performance indicators. Training and Development * Participate in periodic training sessions and meetings to enhance knowledge of the association’s products and services. * Continuously update knowledge of regulations, procedures, and best practices in member service.
João Silva
Indeed · HR
João Silva
Indeed · HR
