**What is it like to work at CVLB GROUP?** **We are an inclusive and diverse company, full of growth opportunities, a cheerful and relaxed work environment.** To ensure everything runs smoothly in our stores, a large team works in administration and the distribution center. This means there’s plenty of room for those who want to join our super team! **We move forward together, dreaming & achieving even more!** **Responsibilities and duties** **What will your role be at CVLB GROUP?** * Handle and monitor customer complaints through critical service channels, including PROCON, Reclame Aqui, and social media; * Analyze complaints to identify root causes and recurring patterns of dissatisfaction; * Act as a mediator between customers and internal departments, ensuring clear communication, alignment, and effective resolution; * Register, categorize, route, and track received complaints, ensuring compliance with legal and internal deadlines; * Develop and suggest improvements to service processes, products, and internal workflows, focusing on preventing future complaints; * Prepare structured reports containing KPIs, insights, and recommendations to support decision-making; * Stay up-to-date on legislation and regulations, especially the Consumer Protection Code and related customer service standards. **Requirements and qualifications** **To secure a spot on CVLB GROUP’s talent team, you must:** * Have completed high school; ongoing undergraduate studies will be considered a plus; * Be proficient in Microsoft Office; * Have experience in customer service or managing demands from PROCON, Reclame Aqui, and/or social media platforms; * Possess strong written and verbal communication skills, with an empathetic and conciliatory attitude; * Demonstrate analytical thinking and the ability to interpret reports and data; * Be organized and capable of managing multiple simultaneous tasks and legal deadlines; * Experience with Reclame Aqui and handling critical complaints will be considered a plus; * Have mastery of the Portuguese language, strong public speaking skills, and typing proficiency. **Additional information** **Beyond an excellent work environment and development opportunities, we offer:** Medical assistance; Dental assistance; Life insurance; Meal and/or food allowance; Basic food basket; Transportation allowance; Childcare assistance; Annual performance bonus—based on individual and corporate performance; TotalPass; Birthday leave; Discounts at our stores; Career development plan; Partnership discounts for courses and degree programs. **Please note: Our opportunities are open to everyone! At CVLB GROUP, we are an inclusive company!** **Interested? Apply now and join our team!** We were born from the merger of two leading Brazilian retail companies: **CASA&VIDEO** and **Le biscuit**. Together, we operate nearly 400 stores across 15 states, manage 2 distribution centers, and employ approximately 5,000 associates who serve over 35 million customers annually. The two brands complement each other geographically and maintain strong emotional connections with customers across different regions. Together, we operate in the Central-West, Northeast, North, and Southeast regions. Here, we dream big! We aim to further expand our business, solidifying our position as one of Brazil’s largest retail companies and making our customers’ lives happier. To make this possible, we always place the customer at the center of our decisions. Are you excited to join us on this journey? Follow our page to stay updated on everything happening here. We move forward together, dreaming & achieving even more!