Reputational Analyst

Description

Job Summary: You will be a key player in managing the company's reputation, with a focus on issue resolution, service excellence, and customer relationship management. Key Highlights: 1. Managing corporate reputation and resolving issues. 2. Focusing on service excellence and customer relationship management. 3. Opportunity to propose process improvements and pursue operational excellence. At Proxxima, we believe the future is built with technology, people, and purpose. We seek talents who share our values: teamwork, innovation, appreciation of people, and commitment to continuous improvement. If you are driven by challenges, enjoy learning, and want to join a team that positively impacts the customer experience, this role could be yours! **Responsibilities and Duties** You will be a key player in **corporate reputation management**, focusing on **issue resolution**, **service excellence**, and **customer relationship management**. Some of your responsibilities will include: * Monitoring and analyzing critical customer interactions across major channels: **ANATEL, Consumidor.gov, PROCON, Reclame Aqui, and social media**. * Conducting detailed complaint analyses, diagnosing the customer’s actual needs through **proactive outreach** and reviewing system history. * Coordinating with various internal departments to ensure the **most appropriate and efficient solution** for customer requests. * Creating and tracking cases in the system, ensuring each case is resolved and properly documented. * Responding to complaints on designated platforms, **adhering to the SLA timelines** for each channel. * Performing **post\-service follow\-ups**, when necessary, to clarify doubts and encourage positive feedback. * Ensuring **service quality**, workplace organization, and compliance with internal policies. * Proposing process improvements to enhance **productivity and operational excellence**. **Requirements and Qualifications** **Mandatory prerequisites:** * High school diploma. * LGPD training (to be completed immediately upon hiring, within 15 consecutive days from the hire date; training and associated costs provided by the company). **Desirable prerequisites:** * Strong oral and written communication skills; * Teamwork ability; * Communicative and dynamic profile; * Courses related to the field; * Skills in assessment and negotiation; * Customer service training; * Basic Excel proficiency; * Experience in telephone customer support; **Additional Information** **Area of operation:** Customer Experience **Work schedule:** 44 hours per week, from **Monday to Saturday** **Employment type:** CLT – **On\-site** **Benefits that make a difference for you!** Transportation Allowance Meal Allowance Health Insurance (60% covered) SulAmérica Dental Plan Optum – Health and Well\-being Creditas – Financial Benefits Life Insurance Partnerships with educational institutions Access to SESI (all regional branches) Access to SESC (Garanhuns \- PE) \#SOMOSPROXXIMA Since 2021, our mission has been to **bring people closer to their aspirations**, delivering innovative solutions that improve lives and generate value for society as a whole. We operate with quality, agility, and—above all—with a focus on people, who are our greatest purpose. We seek **dynamic, authentic individuals ready to make a difference**. More than filling positions, we aim to **build genuine connections with those who believe in collaboration, innovation, and mutual respect**. Throughout our journey, we have earned the following certifications: * ISO 9001:2015 * GPTW Certification \- Jan 2025 \- Jan 2026 * GPTW Diversity Award 2025 \- “Young Talents” Category To make this vision a reality, we rely on what matters most: our team. **Grow with us!** \#VemPraProxxima