Location: Brazil
Type: Regular Employee
Salary: 3,000-8,000 BRL/month
Language Requirement: Portuguese
Open Positions: 2
Job Description:
We are looking for a Complaint Handling Specialist to manage and resolve user complaints efficiently. This role requires excellent communication skills and a strong understanding of Brazilian gambling regulations.
Responsibilities:
- Receive and record user complaints via email, online chat, phone, and other channels, ensuring accuracy and completeness of information.
- Respond quickly and properly resolve user disputes in accordance with the company’s internal procedures and Brazilian gambling regulations.
- Collaborate with Risk Control, Legal, and Technical departments to address complex complaints across teams.
- Clearly communicate solutions to users, maintain customer relationships, and reduce the risk of complaint escalation.
- Regularly analyze complaint cases, identify common issues and potential risks, and submit improvement suggestion reports.
- Assist in improving the complaint handling process and compliance standards to enhance service efficiency and user satisfaction.
- Ensure all operations comply with Brazil’s data privacy laws (LGPD) and gambling industry regulatory requirements.
Qualifications:
- Education: College degree or higher; law, psychology, public relations, or related fields preferred.
- Experience: At least 1 year in customer service/complaint handling; experience in gambling, finance, or internet industries is a plus.
- Language Skills: Fluent in Portuguese (both written and spoken) with good communication skills.
- Core Competencies:
- Excellent emotional management and stress tolerance.
- Familiarity with Brazilian gambling regulations and consumer rights protection policies.
- Proficiency in Office software and data analysis tools.
- Professional Qualities:
- Integrity and professionalism with a strong commitment to user privacy and confidentiality.
- Ability to work flexible hours or shifts (depending on business needs).
Salary and Benefits:
- Applicants must pass a background check and have no negative records in the gambling industry.
- The company strictly adheres to equal employment principles and does not discriminate based on race, gender, religion, etc.
- Successful interviewees will undergo compliance training and sign a confidentiality agreement.