Customer Services Specialist

Há 24 horas

São Paulo, São Paulo, Brasil Kaizen Gaming Tempo inteiro
Customer Services Specialist - Critical Cases

Join to apply for the Customer Services Specialist - Critical Cases role at Kaizen Gaming .

About Kaizen Gaming
Kaizen Gaming, powering Betano, is one of the largest GameTech companies globally, operating in 19 markets. We leverage cutting-edge technology to deliver exceptional experiences to millions of customers worldwide.

Our diverse team of over 2,700 professionals from 40+ nationalities across 3 continents is committed to excellence. We are proud to be recognized among the Best Workplaces in Europe and as a Great Place to Work.

Role Overview

This role involves managing and improving the Reclame Aqui channel experience, analyzing data, providing insights, and implementing enhancements to optimize customer interactions. You will act as the main contact, ensuring smooth operations, tracking performance, and identifying process improvements to enhance the customer journey.

Responsibilities
  • Manage Reclame Aqui processes to drive continuous improvement and create value, engaging with front-line support and stakeholders inside and outside the organization.
  • Develop, monitor, and execute action plans in collaboration with BPO partners and internal teams.
  • Analyze Reclame Aqui data qualitatively and quantitatively to identify patterns and areas for improvement.
  • Collaborate with internal teams (Training, Quality, Sales, Product, Support) to resolve customer issues and improve user experience.
  • Monitor channel health metrics and develop action plans for at-risk customers.
  • Provide proactive recommendations to maximize product/service value for customers.
  • Identify root causes of complaints and work with teams to reduce recurrence.
Qualifications
  • Bachelor's degree in Business Administration, Marketing, Communications, or related fields.
  • Fluency in English.
  • 3-5 years of experience, including at least 2 years dealing directly with Reclame Aqui.
  • Strong communication and interpersonal skills.
  • Experience with CRM tools (e.g., Salesforce, HubSpot, Zendesk).
  • Proactive problem-solving skills with a customer-first approach.
Perks and Benefits
  • Hybrid work model: 3 days in-office, 2 days remote
  • Competitive salary and bonus scheme
  • Private health and dental insurance for you and your family
  • Life insurance
  • Monthly meal allowance
  • Multi-sports card
  • Commuting allowance
  • Developmental feedback framework
  • Unlimited Udemy access and ongoing training
  • Support during onboarding from a dedicated buddy
Additional Information

We respect your privacy. Read our recruitment privacy notice . We are committed to diversity and inclusion, welcoming applicants from all backgrounds.

Job Details
  • Seniority level: Not Applicable
  • Employment type: Full-time
  • Industries: Advertising Services, Media Production, Online Audio & Video Media

Note: This job posting is active and accepting applications.

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