Ombudsman Sr Analyst

4 semanas atrás

São Paulo SP, Brasil Shopee Tempo inteiro

Department Operations- LevelExperienced (Individual Contributor)- LocationBrazil - São PauloThe Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and conducts root cause analysis when operation performance fluctuates. The Operations team comprises Customer Service, Payment, Listings, Warehouse, Logistics, Seller Operations and Fraud.

**About the Team**:

- Sobre a Shô- Aqui na Shô, acreditamos que cada membro de nossa equipe é fundamental para o nosso sucesso, e que diversidade de perspectivas e vivências são essenciais para movimentar nosso negócio e impulsionar o nosso propósito de mudar o mundo para melhor. Fazer parte do nosso time é a oportunidade de se desenvolver dentro de uma cultura de muita agilidade. Se você ama assumir grandes responsabilidades e fazer o que nunca foi feito, a Shô é seu lugar. Aqui você terá grandes desafios, trabalhará em colaboração com um time diverso e contribuirá para o futuro do e-commerce no Brasil, criamos impacto positivo na vida de milhões de pessoas.Modelo de Trabalho- Adotamos um modelo de trabalho híbrido, esse modelo permite que as pessoas ajustem seu ambiente de trabalho de acordo com suas necessidades pessoais, ao mesmo tempo em que promove a colaboração e interação no escritório.Qual será a sua missão- Strategic vision of the ombudsman structure. Set clear goals and performance metrics for the team and ensure these are met. Developing and implementing policies and procedures. Knowledge of the ombudsman structure and its obligations. Work with BACEN demands. Experience with RDR, BC mail and other contact channels. Must have an ombudsman certificate. Team work.- Como será o seu dia a dia- Ensure that all complaints are logged, tracked, and resolved within the specified timeframes through the use of appropriate systems. Develop and maintain a comprehensive complaint management system.
- Analysis: Prepare regular reports on complaint trends, resolution times, and other key metrics for senior management.
- Analyze data to identify patterns and root causes of complaints and recommend improvements to products, services, and processes
- Provide feedback to senior management on customer satisfaction and areas for improvement.
- Oversee the investigation and resolution of customer complaints and disputes, ensuring they are handled efficiently through clear and transparent procedures and in accordance with company policies and regulatory requirements.
- Contact with other areas and outsourced suppliers to solve ombudsman demands.
- Analysis of recurring demands offering proposals to improve the process.
- Focus on QA.

**Requirements**:

- O que você precisa para assumir o desafio- Degree Required in Business Administration, law, and related areas.
- Basic level of Microsoft Word and Excel Knowledge.
- Advanced English.

Benefícios- Assistência médica e odontológica, estendendo-se aos dependentes;
- Parceira com Wellhub (Gympass) e TotalPass;
- Vale Refeição/Alimentação flexível;
- Vale Transporte ou, Vale Mobilidade;
- Benefício flexível;
- Parceria com o app Zenklub;
- Bônus anual discricionário, atrelado à performance.

VEM FAZER HISTÓRIA COM A GENTE.- O QUE TE FAZ ÚNICO, NOS FAZ MELHORES

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