Customer Advocacy Analyst

🔥 12 hours ago

🇧🇷 Brazil – Remote

💵 R$0 - R$2.9k / month

⏰ Full Time

🟡 Mid-level

🟠 Senior

🧐 Analyst

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Mellro

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2018

🏠 Real Estate

💳 Fintech

🤝 B2B

💰 $897.3k Angel Round - Mell.ro on 2024-07

Real Estate • Fintech • B2B

Mellro is a Brazilian rent payment guarantor that serves real estate agents and brokerages across Brazil. It simplifies the rental process with technology-enabled (and free) tools, guarantees on-time rental payments for landlords and agencies, and offers advances on receivables to ensure predictable cash flow.

📋 Description

• Handle and monitor cases submitted to the Customer Advocacy team, ensuring specialized and effective resolution. • Triage and classify cases based on impact, severity, category, and priority. • Investigate service histories, support tickets, contracts, evidence, and other information required to understand each case. • Engage and follow up with the teams responsible for resolving customer requests. • Ensure internal deadlines are met and keep customers informed throughout the resolution process. • Draft responses for customers across public and private channels using clear, professional, and empathetic communication. • Manage complaints on Reclame Aqui, including reviewing case histories, defining response strategies, engaging publicly and privately, monitoring resolution, and closing cases. • Record and keep all case information and stages up to date in ClickUp. • Identify root causes, recurring issues, and opportunities for process improvement. • Escalate cases to leadership and responsible teams when necessary. • Support the preparation of periodic reports covering key cases, risks, recurring causes, and performance and reputation metrics for the Customer Advocacy and Reclame Aqui channels.

🎯 Requirements

• Strong, demonstrable experience in Customer Advocacy or Ombuds operations, including direct experience with Reclame Aqui and managing critical complaints through public channels. • Excellent written and verbal communication skills. • Ability to handle dissatisfied customers, conflicts, sensitive situations, and cases with potential reputational impact. • Analytical and investigative mindset. • Strong organizational skills and attention to detail. • Ability to manage multiple requests simultaneously. • Strong prioritization skills and commitment to deadlines. • Ability to collaborate and negotiate effectively with different teams across the company. • Impartial approach and ability to make decisions based on facts and evidence. • Discretion when handling confidential information. • Continuous-improvement mindset and ability to identify opportunities based on customer issues. • Experience developing strategies to recover and improve reputation across public customer-service channels is a plus. • Experience monitoring and analyzing Reclame Aqui and Customer Advocacy performance metrics is a plus. • Knowledge of ClickUp or ticketing and process-management tools is a plus. • Experience analyzing customer service, quality, and customer experience metrics is a plus. • Knowledge of data protection and data processing is a plus. • University degree, associate degree, or technical education. • Portuguese proficiency.

🏖️ Benefits

• Home-office allowance • Meal allowance • Day off