Senior Relations Specialist

3 semanas atrás

São Paulo, São Paulo, Brasil Booking Tempo inteiro
**We are looking for talented and enthusiastic Senior Relations Specialists to join our Legal team in São Paulo.**
**Job Summary**
- Highest risk/complexity
- Significant loyalty, financial and/or brand risk
- Coordinating and resolving cases in cooperation with internal departments
If needed, these roles will also support the (Senior) Guest Specialist activity.
**Key Responsibilities**:
- Manages and coordinates high risk/complexity guest cases and if possible prevent negative loyalty, brand and/or financial impact. High risk/complexity guest cases can change over time but can include: all CS Guest Executive, all CS Guest Specialist and all CS Senior Guest Specialist topics and for instance legal issues, government requests, (social) media issues, crime and abuse, incident support, requests from third party entities such as Better Business Bureau (BBB), national Consumer Union organizations, attorney general office
- Coordinates high/risk complexity cases through liaising with, updating and driving resolution through cooperation with relevant internal departments.
- Ensures a high level of customer service and a positive customer experience, by giving a timely, efficient and professional support
- Analyzes data, supply feedback and recommends improvements.
- Deals with cases that predominantly require deviation from standard screens, procedures and ways of
working
- Executes operational plans under general supervision and guidance by setting and achieving day-today objectives/targets or service standards.
- Serves as an expert team-member that supports CS Guest Executive, CS Guest Specialist and CS Senior Guest Specialist colleagues with questions and help drive improvements
**Requirements of special knowledge/skills**:
- **Advanced level of English, Portuguese and Spanish**
- ** **Understand the bigger picture and potential impact on our business (media exposure, bad publicity on social media platforms)
- Commercial awareness which takes into

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