Ombudsman Assistant - PROCON

Description

Job Summary: We are seeking a professional to provide analytical support for the Central Customer Service (SAC) operation, focusing on improving customer experience and advancing departmental KPIs. Key Highlights: 1. Analytical support for the Central Customer Service (SAC), with focus on customer experience 2. Development of performance dashboards and reports 3. Opportunity for professional development and growth in the data field We are looking for a professional to provide analytical support for the Central Customer Service (SAC) operation, directly contributing to improved customer experience and advancement of departmental KPIs. The position focuses on consolidating, analyzing, and presenting customer service data to support decision-making and identify process improvement opportunities. **Main Responsibilities:** * Building and updating operational and managerial spreadsheets for KPI tracking; * Developing performance dashboards and reports (NPS, SLA, response time, resolution rate, and recurrence); * Consolidating data from multiple customer service channels (SAC, Reclame Aqui, PROCON, social media, and digital channels); * Supporting root cause analysis of complaints; * Preparing managerial presentations (PowerPoint / BI); * Organizing and standardizing SAC databases; * Monitoring KPIs and identifying operational deviations; * Liaising with internal departments such as stores, operations, IT, and quality. **Requirements:** * Intermediate/advanced Excel skills (pivot tables, VLOOKUP/XLOOKUP, formulas, and data processing); * Basic knowledge of Power BI; * Experience in KPI analysis or reporting; * Strong analytical ability and organizational skills; * Clear communication skills for presenting results. **Preferred Qualifications:** * Basic knowledge of SQL and/or Python; * Experience with CRM tools or customer service platforms; * Familiarity with SAC KPIs or customer experience (CX) metrics. **Additional Information:** * On-site work model; * Salary range: R$ 2\.690,00 * On-site meal benefit; * Transportation allowance; * Dental insurance; * Junior-level position with development opportunities; * Hybrid role combining operational and analytical tasks, with growth potential in data and customer service intelligence. Minimum Education: High School Diploma (Secondary Education)