RELATIONSHIP ASSISTANT

Description

We are physicians’ allies throughout their entire journey and seek individuals who identify with our purpose, values, and culture to join our team. Let’s transform healthcare together—with those who see medicine as their vocation! This is an open position within the **Medical Practice Solutions (SPM)** division, for hybrid work in **São Paulo/SP or Ribeirão Preto/SP**. As a **Relationship Assistant** at Afya, your primary objective will be to **ensure a positive and welcoming experience for customers across all service channels, contributing to problem resolution, satisfaction, and optimal use of contracted products and services**. You will work within the **Customer Experience** area and be part of a multidisciplinary team, interacting daily with colleagues from **Customer Success, Sales, and Product** teams. **All our opportunities are open to people with disabilities (PwD) and INSS-rehabilitated individuals.** **Responsibilities and duties** **HOW YOU WILL TRANSFORM HEALTHCARE DAILY:** --------------------------------------------------- * **Deliver** a positive and memorable experience to customers in every interaction; * **Serve** customers via phone, chat, WhatsApp, and email—empathetically, respectfully, and with a focus on problem resolution; * **Clarify** questions and guide customers on how to use products and services; * **Act as the voice of the customer**, sharing insights and improvement opportunities with other company departments; * **Record** relevant information from interactions and support the creation of reports and analyses; * **Identify** opportunities to improve internal processes and suggest enhancements to increase efficiency and customer experience; * **Support** the Product team in gathering customer suggestions and needs; * **Assist** in identifying bugs and routing requests to responsible teams; * **Monitor** service queues and SLAs, ensuring response quality and timeliness; * **Contribute** to continuous improvement of the customer journey and experience. **Requirements and qualifications** **WHAT WE SEEK (though we do not expect a single candidate to meet all requirements):** ----------------------------------------------------------------------------------------- * **Completed or ongoing undergraduate degree**; * **Prior customer service experience**, preferably in Customer Experience or Support roles; * **Experience managing service queues and SLAs** in multichannel environments; * **Strong verbal and written communication skills**, with emphasis on empathy and problem-solving; * **Ability to organize and manage multiple simultaneous interactions**; * **Proficiency in Microsoft Office**, especially for data analysis, metrics, and presentation development; * **Basic technical knowledge**, such as DNS configuration, cache clearing, and initial technical issue analysis; * **Collaborative, proactive, and customer-experience-oriented profile**; * **Analytical ability to identify process and workflow improvement opportunities**; * **Preferred qualification:** experience in technology companies, SaaS, or healthtechs. **Additional information** **BENEFITS:** --------------- **PEOPLE ARE OUR GREATEST ASSET**, which is why we offer benefits and partnerships to our team. See the main ones below: ### **For daily life:** * Meal allowance / food voucher; * Transportation voucher (for hybrid or in-person positions). ### **Family, Health, and Well-being:** * Wellhub (formerly Gympass); * Psicologia Viva; * Health and dental insurance; * Life insurance; * SESC partnership; * Birthday day off. ### **Development and Learning:** * Learning platform with courses for professional development (UCA); * Language academy (AIA); * Leadership development program; * Mentoring program for Afya women (MMA). **THE LARGEST ECOSYSTEM OF EDUCATION AND SOLUTIONS FOR MEDICAL PRACTICE IN BRAZIL.** The Afya brand was launched in 2019, but our story began much earlier. We emerged from the merger between NRE Educacional—the largest group of medical schools in Brazil, founded in 1999—and MEDCEL, a provider of residency exam preparation courses. Through rapid growth, we have acquired new educational institutions over recent years—now totaling more than 30 across Brazil—as well as over 10 startups delivering digital solutions for medical practice—Afya Whitebook, Afya iClinic, Afya Papers, Glic, and Cliquefarma are some brands in our portfolio. Visit afya.com.br to learn more about our history and all the solutions we offer. Afya has been a publicly traded company since 2019, with shares listed on the Nasdaq stock exchange in the United States. In 2023, we also made our shares available on the Brazilian stock exchange, B3. Learn more at ir.afya.com.br. **Our purpose is to transform healthcare together with those who see medicine as their vocation.** To achieve this, we rely on a team of 10,000 curious, collaborative, committed, adaptable, and results-driven professionals—from every corner of Brazil, speaking diverse dialects but united by the same language and shared purpose. If you resonate with the Afya way, **join us in transforming healthcare through education and technology**. \#VemSerAfya