Location: São Paulo, BrazilJob Overview:The Director of Customer Service and Ombudsman will oversee all aspects of customer service operations and act as an impartial advocate for customers. This role is essential for maintaining customer trust and loyalty by ensuring that customer issues are resolved fairly and efficiently. The successful candidate will manage the customer service team, develop and implement customer service strategies, and handle complex customer complaints and disputes.Key Responsibilities:Lead and manage the customer service team, providing training, support, and development opportunities.Develop and implement customer service policies, procedures, and standards to ensure consistent and high-quality service.Serve as the ombudsman, acting as an impartial mediator for customer complaints and disputes.Investigate and resolve complex customer issues, ensuring fair outcomes and maintaining customer satisfaction.Monitor and analyze customer service metrics and feedback to identify areas for improvement.Collaborate with other departments to address systemic issues affecting customer satisfaction.Prepare and present regular reports on customer service performance to the executive team.Stay informed about industry best practices and emerging trends in customer service and dispute resolution.Foster a customer-centric culture within the organization, promoting a commitment to excellence and fairness.Ensure compliance with relevant regulations and standards related to customer service and dispute resolution.Qualifications:Bachelor's degree in Business Administration, Communications, or a related field; Master's degree preferred.Minimum of 3 years of experience in a customer service leadership role.Good knowledge of English and Portuguese.Understanding of the iGaming industry, regulatory environment, and market trends is highly desirable.Proven experience as an ombudsman or in a similar role, handling complex customer complaints and disputes.Strong knowledge of customer service principles, practices, and technologies.Exceptional communication, negotiation, and conflict resolution skills.Excellent analytical and problem-solving abilities.Proficiency in customer service software and tools.High level of integrity, empathy, and professionalism.Interested?If the position has caught your attention and you wish to apply, please upload your CV along with your contact info.
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