Customer Service Coordinator

Localiza&Co

. Coordinate the post-sales customer service operation, ensuring agile, consistent, and human-centered solutions throughout the customer journey and the statutory warranty period for purchased vehicles .

Posted 10/19/2026full-timeBelo Horizonte • BrazilMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in post-sales customer service operations, focusing on performance management, continuous improvement, and customer-centric solutions. Proficient in leading teams, managing KPIs, and ensuring compliance with service-level agreements while fostering collaboration across departments.

Highest-signal resume keywords

Customer Service LeadershipKPI ManagementRoot-Cause AnalysisContinuous Improvement MethodologiesData-Driven Decision-Making

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Performance MonitoringQuality ManagementAnalytical AbilityAction Plan DevelopmentConflict Management

Soft Skills

Clear CommunicationNegotiation SkillsInfluencing SkillsOrganizational SkillsProactive Attitude

Industry Keywords

Customer JourneyService-Level AgreementsPost-Sales OperationsCustomer-Centric CultureEmployee Engagement

About the role

Key responsibilities & impact

Coordinate the post-sales customer service operation, ensuring agile, consistent, and human-centered solutions throughout the customer journey and the statutory warranty period for purchased vehicles
Connect strategy, operations, and customer experience
Develop the team and monitor performance indicators
Address the root causes of key contacts, complaints, and recurring issues
Strengthen a customer-centric culture
Ensure compliance with service-level agreements
Drive continuous improvement in partnership with the teams involved in the customer journey
Monitor service level, average handling and resolution time, first-contact resolution, recurrence, satisfaction, NPS, complaint volume, and deadline compliance
Develop and lead action plans to address performance deviations
Ensure smooth operations, quality, and productivity across post-sales channels, maintaining adherence to processes, policies, and service-level agreements
Manage critical cases and escalations, promoting effective solutions and clear communication with customers
Lead, develop, and engage the team through performance monitoring, feedback, training, and employee engagement initiatives
Plan team staffing levels according to demand, seasonality, channels, and operational priorities
Map friction points in the post-sales journey and implement improvements
Ensure human-centered, effective service aligned with Localiza&Co standards
Analyze contact and complaint drivers, identify root causes, and propose adjustments to processes, systems, communications, and policies
Work collaboratively with Operations, Quality, Product, Technology, Legal, and other relevant teams
Present results, risks, lessons learned, and action plans in performance reviews and strategic meetings

Requirements

What you’ll need

Bachelor’s degree in Business Administration, Service Management, Engineering, Communications, or a related field
Experience leading customer service teams, preferably in post-sales operations
Experience managing KPIs, targets, quality, and productivity
Knowledge of root-cause analysis and continuous improvement methodologies
Analytical ability to translate data and customer feedback into action plans
Clear communication, negotiation, influencing, and critical-situation management skills
Collaborative, organized, proactive, and customer- and results-oriented profile
Leadership and people development skills
Systems perspective of the customer journey
Data-driven decision-making
Conflict management and emotional balance
Sense of urgency with a focus on quality
Ability to coordinate effectively across teams

Benefits

Comp & perks

Profit-sharing program
Food allowance
Meal allowance
Medical insurance
Dental insurance
Gympass
Private pension plan
Transportation allowance
Allya benefits platform
Unlimited access to a wide range of courses through our Localiza University
Internal training and development programs
Discounts on vehicle purchases and rentals