Customer Service Intake Specialist handling inquiries for health care services at Independent Living Systems. Ensuring accurate information gathering and supporting member access to care while adhering to regulations.
About the role
- Analista Customer Service managing end-to-end incidents for Mosaic Company. Ensuring SLA adherence and communication with various teams in a hybrid work environment.
Responsibilities
- Act as the owner of end-to-end incident management for incidents in your portfolio
- Ensure the quality of incident records by validating information, evidence, severity, and correct classification
- Actively monitor compliance with service and resolution SLAs
- Coordinate incident handling with interface areas (Quality, Industrial, Production Planning and Control - PCP, Logistics, Commercial/Sales, and Controlling)
- Assess the need to convene incident committees
- Consolidate and track corrective and preventive action plans
- Monitor and control the financial impact of incidents
- Serve as the incident cell focal point in the interface with the Commercial team and Customer Relationship team
- Produce and present consolidated performance information
- Contribute to continuous process improvement
Requirements
- Bachelor's degree (completed)
- Strong knowledge of Microsoft Office and ability to develop dashboards, reports, and KPIs/indicators
- English
Benefits
- Health insurance and telemedicine
- Dental plan
- Transportation voucher or company shuttle*
- Life insurance
- PPR (Performance/Results Participation Program)
- Private pension plan
- Wellhub (Gympass)
- Food allowance (Vale Alimentação)
- Meal voucher (Vale Refeição)*
- Employee Assistance Program (Apoiar)
- Wellbeing/Wellness program
- Language assistance (language course subsidy)
- Childcare/nanny subsidy
- Assistance for children with disabilities*
- Extended maternity leave and paternity leave
- School supplies allowance**
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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