Senior Relationship Manager

Há 2 dias

São Paulo, São Paulo, Brasil beBee Careers Tempo inteiro R$11.463 - R$16.388

Job Title: Senior Relations Specialist

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About the Role:

We are seeking a highly skilled and experienced Senior Relations Specialist to join our team in São Paulo. This is a challenging role that requires strong analytical and problem-solving skills, as well as excellent communication and interpersonal abilities.

Key Responsibilities:

  • Manage and coordinate high-risk complexity guest cases, preventing negative loyalty, brand, and/or financial impact.
  • Coordinate high-risk complexity cases through liaison with internal departments, driving resolution and ensuring timely, efficient, and professional support.
  • Analyze data, supply feedback, and recommend improvements.
  • Deal with cases that predominantly require deviation from standard screens, procedures, and ways of working.
  • Execute operational plans under general supervision and guidance, setting and achieving day-to-day objectives/targets 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.
  • Understanding of the bigger picture and potential impact on our business (media exposure, bad publicity on social media platforms).
  • Commercial awareness including Legal Expenses, Brand protection, financial risks.
  • Expert knowledge of internal policies and 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, know 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 both in writing and verbal.
  • Able to summarize actions.
  • Able to work under pressure, to adhere to deadlines and handles stress well.

Preferred Qualifications:

  • Candidate should have prior experience in managing high-risk complexity cases.
  • Candidate should be able to analyze data, supply feedback, and recommend improvements.
  • Candidate should have excellent communication and interpersonal skills.

Contact Information:

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