Responsible for validating customer entitlement, log case for the purpose of routing or dispatching an end-user to the proper resources.
Monitor the service event through completion for compliance.
Manage the service requests of customers through different access channels.
Reviews customer feedback related to customer entitlement & case management and analysis of statistics related to customer access (phone) & case management.
Provide resolution and feedback based on analysis.
Leads in projects for process or quality improvements and documents changes.
Works with escalated customers and drives actions in post incident reviews.
Manages multiple tasks or cases simultaneously without supervision.
Acts as a mentor and may provide some supervision of other non-exempt employees. May provide input on training material for new and existing processes.
Provide training to new and existing employees as needed. Process expert and subject matter expert on standard and nonstandard delivery types.
Education and Experience Required :
High school education or equivalent; some college level education preferred. Typically requires a minimum of 5+ years general experience, or equivalent combination of experience and college level education
Very fluent Portuguese skills both written and verbal (80%)
Knowledge and Skills :
Superior communication skills both written and verbal in Portuguese
Experience in customer facing role either remote or face to face
Understands internal processes and tools
Problem solving skills
Accuracy in data entry
Excellent fluency in language to be supported.
Experience in a phone based remote role
Familiarity with computer technology
Time management skills
Oversee compliance with operating procedures and standards
Advanced knowledgeable in call routing and case management processes and obligation systems.
Strong understanding of internal processes, tools and usage of such tools in managing daily tasks
Organizational skills to manage workflow and tasks
Process analysis and documentation
Ability to mentor and train new agents
Ability to participate or lead in projects for process or quality improvements