Grupo QuintoAndar | Analista de Resolução de Conflitos (CSI)
QuintoAndarCore Responsibilities
Manage end-to-end resolution of complex tickets from third-level channels such as Social Media, Procon, and special cases. Conduct detailed investigative analysis of customer history to identify root problems and propose fair solutions. Make proactive phone calls to negotiate agreements and resolve operational issues. Provide detailed information and technical defenses to the legal team for civil processes and regulatory demands.
Requirements
Proven experience in high-complexity customer service or conflict mediation, particularly in channels like Reclame Aqui, Procon, or social media. Strong analytical skills to interpret complex scenarios and make autonomous decisions. Excellent verbal communication and proactive approach for active phone negotiations. Resilience and emotional intelligence to handle dissatisfied customers under pressure.
Key Skills & Technologies
Additional Information
Experience Level
Senior
Job Language
Portuguese
Employment Type
Full-time
Work Mode
Hybrid