Ombudsman Assistant

Description

**Job Responsibilities:** Receive and manage complaints, criticisms, suggestions, and compliments on ANATEL, Reclame Aqui, and Tely Ombudsman platforms. Provide users with feedback regarding their complaints and inquiries. Proactively contact customers affected by mass incidents both during and after resolution. Assist and handle customers via e\-mail (contato@tely). Respond to comments on social media platforms such as Google, Instagram, Facebook, and others. Analyze and propose solutions for continuous service improvement. Guide users on their rights and responsibilities. Forward requests, complaints, and suggestions to the competent Directorates and Supervisions. Keep management informed about matters related to complaints, compliments, and suggestions. Promote cooperation and harmony in the workplace, encouraging teamwork. Perform other related tasks as required. Complete reports and spreadsheets accurately. Draft documents, such as Service Unavailability Agreements and step-by-step guides to assist customers. Implement initiatives to encourage reviews on platforms. **Behavioral Requirements:** Strong verbal and written communication skills. Negotiation and conflict resolution skills. Focus on continuous improvement and learning. Organization and commitment to deadlines. Ability to work effectively in a team. **Technical Requirements:** Knowledge of ANATEL regulations and consumer protection law. Completed high school education (technical or undergraduate studies in Administration, Law, Public Management, or related fields are desirable). Experience in customer service, ombudsman offices, call centers (SAC), or conflict mediation. Basic computer literacy and proficiency in Microsoft Office, especially Word and Excel. **What We Offer:** Meal/Voucher allowance for your daily meals 100% company-funded health insurance – your well\-being is our priority Dental insurance to care for your smile Life insurance Exclusive discounts on Tely services Special maternity kit for expectant mothers and fathers Wellhub – physical and mental well\-being with freedom of choice Birthday Day Off – take time off on your birthday or birthday week to celebrate your way Access to our Corporate University **At Tely, we believe diversity is the engine of innovation and growth.** This opportunity is open to all persons with disabilities. If possible, please indicate the type of disability in your resume so we can provide optimal accommodations throughout the selection process. We value a safe, welcoming, and respectful workplace, and **we do not discriminate based on race, ethnicity, religion, belief, disability, age, nationality, marital status, sexual orientation, gender identity, or any other condition protected by law.** Don’t meet all the listed requirements? **Research shows that women, Black individuals, and people with disabilities often refrain from applying when they don’t meet 100% of the criteria.** At Tely, we aim to change this reality. Our commitment is to build an increasingly diverse and inclusive team. Therefore, if you identify with this role and believe in your potential—even without fulfilling all requirements—we **strongly encourage you to apply.** We will evaluate your profile broadly and fairly. **We’re excited to meet you. Submit your resume!**