Junior Relationship Analyst

Description

Job Summary: The Junior Relationship Analyst ensures the best consumer experience by mediating conflicts, handling sensitive cases, and following up on complaints, consistently representing the brand. Key Highlights: 1. Strategic involvement in conflict mediation and handling sensitive cases 2. Developing high-quality relationships with customers 3. Ensuring the best experience for the end consumer We believe every talent contributes to a collective effort. At Grupo Moas, we seek people who share our values and are willing to build connections that transform lives. As a **Junior Relationship Analyst**, you will play an essential role in ensuring the best experience for the end consumer, strategically mediating conflicts, handling sensitive cases, and managing complaints received through multiple channels. You are a professional with strong analytical, communication, and empathetic skills, ensuring consumer rights are respected while consistently representing the brand. **Responsibilities and Duties** Develop high-quality customer relationships via email, WhatsApp, and phone using our customer service platform; Provide specialized support, analyzing and resolving complex or recurring complaints, including external channel demands (e.g., Procon, Reclame Aqui); Conduct internal investigations to identify root causes of issues and propose definitive solutions, ensuring accurate and policy-aligned responses; Adapt language and message type according to the consumer’s profile and the severity of the request; Ensure correct use of the brand’s tone of voice, maintaining transparency, courtesy, and clarity in all interactions; Guarantee compliance with regulatory and internal deadlines, adhering to the Consumer Protection Code and company policies; Monitor and meet goals and performance indicators. **Requirements and Qualifications** Completed high school education; Prior experience in customer service, call centers (SAC), ombudsman offices, or after-sales support. Familiarity with digital customer service platforms, CRM systems, and internal control tools. Strong verbal articulation and confidence in telephone interactions. Excellent verbal and written communication skills; Critical analysis and problem-solving abilities; Emotional management skills to handle sensitive, critical, or dissatisfied customer situations; Organization, attention to detail, and agility in executing tasks; Basic knowledge of consumer rights and best practices in ombudsman services; Adaptability when interacting with diverse customer profiles and multiple service channels. **Additional Information** **Work Location:** Barra Funda. **Work Schedule:** Monday to Friday | 100% in-person, flexible hours – CLT. **Benefits:** **Development and Growth:** **Unimoas:** We offer incentives for undergraduate, graduate, and short-term courses, with subsidies ranging from 30% to 70%, subject to approval. **For Your Health:** **Life Insurance** fully covered by the company. **Medical Assistance** (after probation period). * 100% for the employee. * 90% for dependents. * 50% for spouse. **Dental Assistance** (available after probation period), fully funded by the employee. **TotalPass (Health and Movement):** Up to **3 dependents** may be included, with simplified payment via app and payroll deduction. **For Your Daily Life:** **Transportation Allowance or Fuel Assistance.** **Basic Food Basket or Meal Allowance.** **Meal Allowance or On-site Cafeteria (depending on location).** **Pharmacy Card with payroll discount.** **Daily breakfast provided.** **Discounts on products from group brands.** **Recognition for Your Performance:** **PPR – Profit Sharing Program:** Bonus based on company goals and results. **Building Purposeful Connections: This Is Our Way** At Grupo Moas, we believe in the power of connections. We are a team passionate about quality, driven by innovation, and guided by solid values such as care, transparency, respect, and collaboration. Since 2003, we have grown with the attentive perspective of those who understand that well-being is built with sensitivity and functionality. **Buba and Buba Care** On families’ journeys, we develop baby care products, skincare items, and special moments with children — always prioritizing safety, affection, and responsibility. **Mart** In the home universe, we inspire people to create soulful living spaces, combining curation, contemporary design, and accessibility. **Connect With Our Purpose** Today, Grupo Moas brands collectively reach over 1 million followers on social media and delight and impact more than 10 million people every month. This reach reflects the strength of our essence: creating authentic connections among people, homes, and stories. If you share this essence and wish to grow alongside a group that values development, well-being, and collective creativity, Grupo Moas is the place for you.