Customer Relations Representative, Ombudsman

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Vivo (Telefônica Brasil)

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1998

📡 Telecommunications

👥 B2C

📱 Media

Telecommunications • B2C • Media

Vivo (Telefônica Brasil) is a leading Brazilian telecommunications company that provides mobile services (prepaid, postpaid, control), fixed broadband (Vivo Fibra), fixed voice, and TV/streaming products (Vivo Play and TV packages). It sells devices and accessories, offers bundled plans (Fiber + Mobile), digital services and apps (content partners like Amazon Prime, Netflix, Disney+, HBO), and features such as 5G connectivity, online customer support and self-service. Vivo serves both individual consumers and business customers across Brazil with nationwide coverage and retail channels.

📋 Description

• For us, serving the customer and offering products and services according to their needs is a true passion that drives us to find better ways every day to create positive experiences. • Vivo's Relationship and Business area is responsible for managing the customer experience and generating new business at every contact across our service channels. • As the Ombudsman team, our mission is excellence in customer service, ensuring satisfaction and resolution, and reducing customer escalations to consumer protection agencies (ANATEL, PROCON and CONSUMIDOR.GOV). • Ensure the best experience for customers in every interaction by investigating and resolving all requests, whether during contact or by interacting with other areas of the company. • Perform investigative and consultative service, which in turn leads to excellent customer satisfaction ratings. • Provide specialized technical support for mobile and fixed-line services, identifying and resolving issues related to these services. • Stay up to date on technologies and procedures related to mobile services (prepaid, Control and postpaid) and fixed-line (broadband), ensuring accurate and efficient technical support. • Collaborate with technical teams to resolve complex issues and ensure customer satisfaction. • Be proactive and uncompromising regarding problems our customers report, proposing changes to service procedures and corrections to our processes.

🎯 Requirements

• Strong problem-solving skills with the ability to act quickly and efficiently. • Excellent communication and interpersonal skills. • Ability to work collaboratively with other areas of the company. • Proactivity and the ability to suggest improvements to service processes. • Previous experience in customer service. • Foster a positive work environment by building relationships of transparency and trust with peers and leadership. • Proficiency with computers and Microsoft Office is essential. • High school diploma or equivalent. • Availability to work shifts of 7–12 hours per day, Monday to Friday, within the timeframe of 08:00 to 22:00. • Home office setup required with internet (minimum 300 Mbps), a desk and chair, and good lighting and ventilation.

🏖️ Benefits

• Exclusive discount offers on Vivo fixed-line products, broadband, TV and apps. • Free mobile plan in the Control category after 3 months with the company. • Choose the most suitable benefits for you and your dependents: Gym membership, Meal Card (VR), Food Card (VA), Pharmacy Allowance, Medical Insurance, Dental Insurance and Life Insurance. • Have children? You will be eligible for an allowance to help with school, daycare or nanny expenses. • Work in an environment that respects your personality, dress style and individuality, allowing you to be authentic. • Enjoy a day off to celebrate your birthday. • Participate in one of the largest corporate volunteer programs to help you make an impact, in partnership with Fundação Telefônica Brasil. • Benefit from our Educational Development Program offering partnerships with educational institutions at a discount; certifications and online courses. • Grow your career through our Internal Recruitment Program. • Variable compensation program.