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Commercial Analyst II – Also Open to People with Disabilities
GOL Linhas Aéreas. Provide support for package reservation requests, including hotels, services, and air products, resolving complex cases in collaboration with the Customer Service Center .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing customer experience and commercial operations, with a strong focus on analytical problem-solving and relationship management. Capable of turning data insights into actionable improvement plans while maintaining effective communication across teams and partners.
Highest-signal resume keywords
Customer Experience (CX)Commercial OperationsAnalytical SkillsRelationship ManagementProblem-Solving Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Data AnalysisProcess ImprovementMetrics MonitoringRebooking ManagementFraud Analysis
Soft Skills
Strong Communication SkillsOrganizational SkillsProactive ProfileCustomer-Oriented PerspectiveCross-Functional Collaboration
Certifications & Qualifications
Bachelor’s Degree
Industry Keywords
Customer ServicePartner DevelopmentCommercial InitiativesOperational RelationshipsContinuous Improvement
About the role
Key responsibilities & impact- Provide support for package reservation requests, including hotels, services, and air products, resolving complex cases in collaboration with the Customer Service Center
- Provide support for reservation requests within the Traveler’s Universe, including car rentals, insurance, and services
- Serve as a point of contact between the Customer Service Center, suppliers, hotels, airlines, and other partners, coordinating and monitoring issue resolution
- Support rebooking processes and manage requests in the Rebooking and Operations queues
- Advise the Customer Service Center on questions related to fares, rules, products, and processes
- Support e-Book updates, training sessions, refresher training, and communications regarding process changes
- Analyze and handle fraud, chargeback, legal, and customer feedback cases submitted through channels such as Reclame Aqui and gov.br
- Participate in calibration sessions and support customer service quality monitoring
- Work with the CX team to analyze customer service and customer experience metrics, identifying trends, root causes, and improvement opportunities
- Monitor operational and business metrics, turning data into insights and action plans
- Identify opportunities to improve processes, products, and partner relationships
- Monitor action plans and the results of implemented improvements
- Manage a portfolio of small partners, maintaining commercial and operational relationships
- Monitor portfolio performance, identifying opportunities for growth and increased sales
- Develop and monitor commercial initiatives and improvement plans with partners
- Resolve issues and pursue opportunities that affect partner performance and relationships
Requirements
What you’ll need- Bachelor’s degree completed
- Experience in commercial operations and Customer Experience (CX)
- Analytical, organized, and proactive profile
- Problem-solving skills
- Strong communication skills and ability to work cross-functionally
- Customer-oriented business perspective
- Ability to turn information and metrics into improvement actions
- Strong organizational and prioritization skills
- Focus on continuous improvement
- Relationship management
- Partner development
Benefits
Comp & perks- Travel benefit, including domestic and international airline tickets at special discounts for you, family members, and friends
- Health insurance
- Dental insurance
- Group life insurance
- Meal voucher
- Food voucher
- Transportation voucher
- Wellhub or TotalPass
- Partnership club with hundreds of affiliated companies
- Birthday day off
- Profit-sharing program (PPR)
- Hybrid work model, four days onsite and one day remote, with Fridays working from home