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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong analytical and communication skills to effectively manage and resolve customer complaints while ensuring compliance with institutional policies. Proficient in tracking and reporting metrics to enhance customer experience and internal processes.
Highest-signal resume keywords
Customer Service ExperienceComplaint ManagementAnalytical SkillsCommunication SkillsExcel Proficiency
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Complaint AnalysisService History InvestigationData TrackingReport PreparationCustomer Feedback Monitoring
Soft Skills
EmpathyProblem-SolvingCollaborationPrioritizationEscalation Management
Tools & Technologies
Customer Service SystemsRequest-Tracking SystemsExcel
Industry Keywords
Business AdministrationCommunicationsService ManagementCustomer RelationsCustomer Support
About the role
Key responsibilities & impact- Monitor complaints received daily through Reclame Aqui, categorizing cases by topic, urgency, severity, and impact on students
- Analyze service histories and gather information to understand complaints, investigate their origins, and identify inconsistencies
- Contact students to acknowledge their concerns, clarify their needs, and communicate next steps
- Prepare clear, empathetic public responses and private communications aligned with the institution’s policies, while protecting personal data and sensitive information
- Engage the responsible units and departments, tracking referrals and following up for updates through resolution
- Manage the portfolio of open complaints, tracking pending items, owners, wait times, and next steps
- Identify cases with no progress, risk of delay, or dependencies on decisions, taking preventive action
- Monitor response and resolution deadlines, keeping students informed
- Record interactions, analyses, and actions in institutional systems, ensuring a complete history and traceability
- Prioritize and escalate critical or recurring situations and cases with blockers, involving leadership when necessary
- Monitor ratings and feedback submitted after responses, identifying pending issues and opportunities to recover the customer experience
- Investigate recurring complaint drivers and identify opportunities to improve internal processes
- Support the consolidation of information, preparation of reports, and monitoring of service and channel reputation metrics
Requirements
What you’ll need- Currently pursuing or completed a bachelor’s degree in Business Administration, Communications, Marketing, Service Management, or a related field
- Experience in customer service, customer relations, customer support centers, ombudsman offices, or similar activities
- Basic knowledge of Excel or similar tools
- Familiarity with customer service and request-tracking systems
- Availability to work in a hybrid arrangement in Belo Horizonte or São Paulo, Brazil
Benefits
Comp & perks- Meal or food allowance
- Flexible working hours and work arrangements (for remote positions)
- Transportation allowance (for hybrid or on-site positions)
- Profit-sharing bonus
- Flexible benefits: benefits allowance provided through a Flash Card to use as preferred
- Gympass / Wellhub
- Psicologia Viva: online platform for consultations with psychologists and nutritionists
- Health and dental insurance
- Life insurance
- Extended parental leave (up to six months for mothers and 20 days for fathers)
- Rede D’Or: support and important health information for mothers and babies through a network of accredited nurses
- Partnership with the SESC unit in your region
- Birthday day off
- Platform offering a range of courses to enhance your knowledge (UCA)
- Language academy (AIA)
- Leadership development program
- Afya Women’s Mentoring (MMA)
- Discounts on undergraduate and graduate courses at Afya’s educational units
- Premium subscription to Afya iClinic and Afya Whitebook (an additional benefit for Medical Professors)