Customer Service Representative

Description

Job Summary: The professional will provide multichannel service to policyholders, clarifying questions regarding policies, claims, and assistance services; recording interactions; and contributing to service improvement. Key Highlights: 1. Multichannel service and clarification of policyholders' questions. 2. Support in case of claims and activation of assistance services. 3. Contribution to the continuous improvement of customer service. Main Responsibilities: * Provide telephone, email, and chat support to policyholders, ensuring courtesy, clarity, and empathy. * Record all interactions in detail within the CRM system, ensuring information traceability. * Clarify coverage terms, deductibles, bonuses, and policy conditions. * Guide policyholders on claim procedures, including activation steps and required documentation. * Support 24-hour assistance activation, such as towing, locksmith, and mechanical roadside assistance. * Assist in issuing duplicate policies, payment slips, and other documents. * Forward complex requests to responsible departments, such as claims adjudication. * Collect policyholder feedback to support continuous service improvement. Required Qualifications: * Prior experience in customer service, preferably in a call center environment. * Familiarity with CRM systems and multichannel service tools. * Basic knowledge of the insurance market, vehicle protection, or related services. * Strong verbal and written communication skills in Portuguese. * Ability to operate computerized systems and administrative routines. Required Competencies: * Clear, courteous, and empathetic communication. * Active listening and ability to interact effectively with customers experiencing varied emotional states. * Analytical and problem-solving skills. * Organizational skills, attention to detail, and responsibility in information recording. * Proactivity, initiative, and customer focus. * Willingness for continuous learning. Note: Performance-based bonus. Salary: R$1\.621,00 per month Benefits: * Medical assistance * Dental assistance * Meal allowance * Transportation allowance Work Location: On-site