TELECOMMUNICATIONS ANALYST

Description

Job Summary: Responsible for direct customer service in the telecommunications sector, ensuring documentary compliance and operational efficiency through support, conflict management, and data analysis. Key Highlights: 1. Direct customer service and continuous support 2. Conflict management and customer retention 3. Internal collaboration and regulatory support **Responsibilities** Responsible for direct customer service and for acting as the interface between external demands and internal processes, ensuring documentary compliance and operational efficiency in the telecommunications sector. Customer Service: Provide direct support by actively listening to customers' needs, clarifying doubts, and requesting necessary documentation to advance processes. Conflict Management: Handle complaints empathetically and assertively, proactively anticipating potential dissatisfaction to ensure customer retention. System Operations: Use call and task management tools to register and track requests. Data Analysis: Review and validate spreadsheets submitted by customers, correcting inconsistencies or guiding customers on required corrections. Regulatory Support: Conduct basic inquiries on agencies and platforms such as ANATEL, Registro.BR, CREA/CFT, and SEI. Internal Collaboration: Ensure clear handover of case details to other departments and team members through detailed notes and effective interpersonal communication. **Behavioral Competencies** Effective Communication: Ability to convey information clearly, concisely, and objectively. Empathy and Assertiveness: Skill in dealing with people under pressure while maintaining a solution-oriented attitude. Teamwork: Commitment to sharing information and supporting colleagues. Organization and Proactivity: Excellence in time management, including prioritizing urgencies and maintaining control over one's work schedule. Flexibility: Adaptability to changing plans and quick decision-making to resolve customer issues **Education** Completed High School Knowledge \- Microsoft Office Suite \- Proficiency in computer use and email management **Experience** One year of customer service experience preferred. Information Analysis: Ability to perform technical verification of data and spreadsheets Job Type: Full-time Work Location: On-site