SENIOR CUSTOMER SERVICE ANALYST

Description

Job Summary: Are you looking for a challenging opportunity with strong field presence, performance management, and development of customer service/collections operations? This opportunity may be of interest. Key Highlights: 1. Field operations with performance management and operational development. 2. Key role in improving results, efficiency, and quality. 3. Focus on profitability and cost efficiency per real recovered. **Here’s what you’ll find at Dotz** Big Dreams People who deliver results We value our People Owner’s mindset We enjoy the journey with passion Are you looking for a challenging opportunity with strong field presence, performance management, and development of customer service/collections operations? This opportunity may be of interest. The position will play a key role in enhancing the results, efficiency, and quality of partner advisory services. **Responsibilities and Duties** * Conduct weekly visits to collections advisory firms to ensure adherence to established practices and policies and to provide direct support. * Support the collections advisory team, ensuring a productive and positive work environment aligned with Dotz/Noverde guidelines. * Ensure contracted headcount and infrastructure are effectively delivered to satisfaction, achieving improved service performance and quality. * Monitor the cost per real recovered for each advisory firm, focusing on profitability while improving efficiency. * Conduct ongoing training and development sessions to enhance team skills and performance. * Monitor and evaluate individual performance of each team member contributing to our results, presenting monthly key HR and people management indicators—such as turnover, absenteeism, and quality—and actively participating in operational improvement plans. **Requirements and Qualifications** * **Education:** Bachelor’s degree in Business Administration, Finance, Accounting, or related fields. * **Experience:** Prior experience leading human customer service teams and digital operations. * **Technical Skills:** * Microsoft Office Suite, especially Excel and PowerPoint. * Proficiency in handling databases, reports, and performing analyses. * Facilitation of meetings and training sessions. **Additional Information** * Hybrid work model * SulAmérica health insurance * SulAmérica dental insurance * Annual variable compensation (PLR) * Flexible benefits card: Flash * Birthday day off * Dotz birthday bonus * Dotz birthday bonus based on tenure, starting from the first year * Discounts at major pharmacy chains * TotalPass * Childcare allowance * Partnership with Open English * Partnership with **C4life:** Access specialized guidance across multiple areas: Psychological, Legal, Financial, Social, and Pet care * Numerous additional initiatives and many Dotz rewards within our **Ganha Mais Program**, designed to offer the best benefits for Dotzeiros. Caring for **\#NossaGente** is one of our core purposes; therefore, we continuously strive to provide the best possible experience so we can keep enjoying the journey with passion. * **\#JoinDotz!** We are a company founded in 2000 to increase Brazilian consumers’ purchasing power. We achieve this by delivering benefits access to people across Brazil. Over the past 20 years, more than 50 million people nationwide have experienced the feeling of being able to achieve more. A company with a story to tell. We became known for our loyalty program operations, connecting consumers to our partners through reward delivery. We maintain numerous partnerships across diverse sectors: major retail chains, e-commerce platforms, prominent banks, and the country’s largest mobile telecommunications company. Today, Dotz is much more than that. Through our super app, we deliver benefits directly to consumers. The Dotz app includes a digital account and other financial services. Users who pay with Dotz gain benefits on every purchase they make. Additionally, users enjoy the freedom to choose their preferred benefit type: products, services, discounts, or even cashback into their account. Using Dotz transforms routine payments into access to advantages. The more you use it, the more you earn. Living with Dotz means earning while living. A multifaceted system integrated into a single app to democratize access to benefits. With Dotz, you can do more. **How cool is that!** We were recently recognized by our customers in important national awards in the loyalty program category: we won 1st place in the Reclame Aqui Award 2020 and were named the “most enchanting company for customers” in the Modern Consumer Survey. **\#JoinDotz** **We are building an increasingly plural and diverse Dotz for everyone!** We are implementing initiatives to foster an innovative, ethical, inclusive, and safe workplace that **respects people and their individualities**. Dotz understands that diversity is integral to what drives **\#NossaGente**, which is why we work to promote an inclusive culture. We make no distinction based on race, color, religion, gender identity, sexual orientation, nationality, disability, or age at any stage of the selection process, reinforcing our commitment to diversity.