complaint handling specialist

1 semana atrás


São Paulo, São Paulo, Brasil LESTARS MANAGEMENT CONSULTANCY Tempo inteiro R$40.000 - R$80.000 por ano

Company Introduction

We are a leading online gaming platform legally registered in Brazil with a valid gambling operation license, dedicated to providing users with a safe, fair, and transparent entertainment experience. We highly value customer service quality and regulatory compliance. We are now looking for responsible, communicative professionals to join our team, helping to maintain our brand reputation and protect user rights.

Job Responsibilities

Complaint Acceptance and Handling

Receive and record user complaints via email, online chat, phone, and other channels, ensuring accuracy and completeness of information.

Respond quickly and properly resolve user disputes in accordance with the company's internal procedures and Brazilian gambling regulations.

Communication and Coordination

Collaborate with the Risk Control, Legal, and Technical departments to address complex complaints across teams.

Clearly communicate solutions to users, maintain customer relationships, and reduce the risk of complaint escalation.

Data Analysis and Feedback

Regularly organize complaint cases, analyze common issues and potential risks, and submit improvement suggestion reports.

Assist in improving the complaint handling process and compliance standards to enhance service efficiency and user satisfaction.

Compliance Assurance

Ensure all operations comply with Brazil's data privacy laws (LGPD) and gambling industry regulatory requirements, strictly safeguarding user information.

Qualifications

Basic Requirements

College degree or higher; law, psychology, public relations, or related fields preferred.

At least 1 year of experience in customer service/complaint handling; experience in gambling, finance, or internet industries is a plus.

Fluent in Portuguese (both written and spoken) with good communication skills.

Core Competencies

Excellent emotional management and stress tolerance, able to handle users' emotional demands rationally.

Familiarity with Brazilian gambling regulations and consumer rights protection policies, with a strong sense of compliance.

Proficient in using Office software and data analysis tools.

Professional Qualities

Integrity and professionalism, with a strong commitment to user privacy and confidentiality.

Ability to work flexible hours or shifts (depending on business needs)



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