Community Liaison Advocate

2 semanas atrás

São Paulo, São Paulo, Brasil beBeeBrand Tempo inteiro R$45.000 - R$73.000

We are dedicated to building a fair and inclusive work environment. This commitment has led us to reserve this position specifically for individuals from diverse backgrounds.

If you identify with these communities, please register without hesitation, even if this opportunity may not be the best fit for you.

Job Overview

Our organization is seeking skilled professionals to join our Legal team in São Paulo. These roles involve coordinating and resolving high-risk cases in collaboration with internal departments.

The ideal candidates will also support Guest Specialist activities as needed.

Key Responsibilities
  • Manage and coordinate high-risk guest cases, aiming to prevent negative loyalty, brand, and financial impacts. These cases may include legal issues, government requests, social media concerns, crime and abuse incidents, and requests from third-party entities like the Better Business Bureau (BBB) or national Consumer Union organizations.
  • Coordinate high-risk cases by liaising with, updating, and driving resolution through cooperation with relevant internal departments.
  • Maintain a high level of customer service and a positive customer experience by providing timely, efficient, and professional support.
  • Analyze data, supply feedback, and recommend improvements.
  • Handle cases requiring deviation from standard procedures and ways of working.
  • Execute operational plans under general supervision and guidance by setting and achieving daily objectives or service standards.
  • Serve as an expert team member supporting CS Guest Executive, CS Guest Specialist, and CS Senior Guest Specialist colleagues with questions and help drive improvements.
Requirements
  • Advanced level of English, Portuguese, and Spanish language proficiency.
  • Understanding of the bigger picture and potential impact on our business (media exposure, bad publicity on social media platforms).
  • Commercial awareness taking into account Legal Expenses, Brand protection, financial risks (Business/company/branding awareness).
  • Expert knowledge of internal policies, terms, and conditions applicable to guests and partners (GDTs/T&C/GDPR/Privacy regulations).
  • Expert knowledge of Guest or Partner procedures and systems.
  • Able to identify and understand legal cases.
  • Deep knowledge of different legal entities, consumer unions, governments we deal with, their impact, and conclude decisions accordingly on cases.
  • Fair knowledge and awareness of how different consumer unions communicate and their expectations.
  • Knowledge of questioning techniques.
Skills
  • Pays high attention to protect brand name and reputation.
  • Applies sensitivity in communication.
  • Actively listens to and understands the customer.
  • Quality vs quantity mindset.
  • Influencing.
  • Professional communication skills in writing and verbal, using adequate language and vocabulary according to the audience's needs.
  • Able to summarize actions.
  • Able to work under pressure, adhere to deadlines, and handles stress well.
  • Customer-centric approach.
  • Delivering win-win resolutions.
  • Having an investigative approach to problem-solving.
  • Taking ownership over cases.
  • Connecting to the customer.

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