Client Representative on Provisioning team for TELUS ensuring seamless security solutions. Collaborating with technicians to provision alarm installations and upgrades.
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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