Junior Ombudsman Analyst

Grupo Yamaha Brasil

. Receive, log, investigate, and respond to customer complaints submitted through internal channels (0800 hotline and email), second-level support, Procon, public consumer-protection platforms such as Consumidor.gov.br, and regulatory authorities.

Posted 10/28/2026full-timeSão Paulo • BrazilJuniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer complaint resolution, compliance with legal and regulatory standards, and effective communication. Proficient in analyzing customer feedback and operational metrics to enhance service quality and customer satisfaction.

Highest-signal resume keywords

Second-Level Customer Service ExperienceKnowledge Of Brazilian Consumer Protection CodeStrong Formal Writing SkillsOmbudsman Training Course CertificationExperience With Digital Channels

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Analytical AbilityConflict MediationData Analysis Using SpreadsheetsRoot Cause AnalysisDeadline Management

Soft Skills

Active ListeningEmotional IntelligenceNegotiation SkillsResilienceOrganizational Skills

Tools & Technologies

Reclame AquiConsumidor.gov.brSocial Media Platforms

Certifications & Qualifications

Ombudsman Training Course Certification

Industry Keywords

BACEN RegulationsBrazil's General Data Protection LawConsortium-Based Financial Services

About the role

Key responsibilities & impact

Receive, log, investigate, and respond to customer complaints submitted through internal channels (0800 hotline and email), second-level support, Procon, public consumer-protection platforms such as Consumidor.gov.br, and regulatory authorities.
Act impartially between customers and the company’s internal departments to seek fair and definitive resolutions.
Engage the departments responsible for the relevant service or product to collect data, evidence, and technical information regarding each case.
Draft clear, objective, and well-substantiated opinions and responses, in compliance with legal and regulatory deadlines.
Identify the root cause of customer dissatisfaction to prevent the issue from recurring.
Monitor operational deadlines (SLAs), volume reports, recurrence rates, and customer satisfaction with the resolution provided.

Requirements

What you’ll need

Education: Currently pursuing a degree in Business Administration, Law, Economics, Communications, or a related field.
At least 3 years of experience in second-level customer service, customer support, an ombudsman’s office, or conflict mediation.
Experience with digital channels such as Reclame Aqui, Consumidor.gov.br, and social media.
Strong knowledge of the Brazilian Consumer Protection Code (CDC), BACEN regulations, and Brazil’s General Data Protection Law (LGPD).
Excellent formal writing skills, analytical ability (using spreadsheets and reports), and strong deadline-management and organizational skills.
Active listening, resilience when dealing with dissatisfied customers, emotional intelligence, and strong negotiation skills.
Completion of an Ombudsman Training Course certification.
Knowledge of consortium-based financial services (consórcio) is a plus.

Benefits

Comp & perks

Medical Insurance
Dental Insurance
Pharmacy Benefits
Life Insurance
Meal Voucher or On-Site Cafeteria (depending on the location)
Food Voucher
Transportation Voucher
Wellhub
Profit-Sharing Bonus (PLR)