Customer Service and Ombudsman Officer - Brazil

Position Overview:

The Customer Service and Ombudsman Officer is responsible for developing and implementing a 24/7 customer service in Portuguese to assist bettors, overseeing internal customer service policies, ensuring compliance with the Brazilian Consumer Protection Code, and managing customer satisfaction. This role also involves reporting to regulatory bodies and liaising with the Compliance Officer to ensure adherence to sector standards.

Responsibilities:

Customer Service Development:

• Develop and implement a 24/7 customer service in Portuguese to assist bettors as needed, in accordance with Article 12, item III, of Ordinance 827.
• Ensure the customer service team is well-trained and equipped to handle inquiries and issues effectively.

Policy and Protocol Implementation:

• Oversee the implementation of internal customer service policies and service protocols.
• Regularly review and update policies to ensure they meet current standards and regulations.

Compliance Management:

• Ensure compliance with the Brazilian Consumer Protection Code (Federal Law 8,078/1990) and other applicable provisions that set the rules for customer service.
• Stay updated on relevant laws and regulations and implement necessary changes.

Quality Service Assurance:

• Ensure quality service to bettors by managing complaints, monitoring customer satisfaction, and providing clear and transparent information on betting rules and regulations, especially those set forth by Ordinance No.1,231/2024.
• Develop and implement strategies to improve customer satisfaction and servicequality.

Reporting:

• Report the performance of customer service operations to responsible bodiesand the Ministry of Finance/SPA, if/when requested.
• Prepare and submit required reports and documentation.

Liaison with Compliance Officer:

• Liaise with the Compliance Officer to ensure adherence to the standards of customer service for the sector, as issued by the Ministry of Finance/SPA and applicable rules.
• Collaborate on compliance initiatives and audits.

Qualifications:

• Bachelor’s degree in Business Administration, Law, or a related field.
• Minimum of 5 years of experience in customer service management or a related role.
• Strong knowledge of the Brazilian Consumer Protection Code and relevant regulations.
• Excellent communication skills in Portuguese (both written and verbal).
• Proficiency in customer service software and tools.

Skills and Competencies:

• Strong problem-solving and decision-making abilities.
• High level of integrity and confidentiality.
• Ability to work independently and as part of a team.
• Excellent organizational and time management skills.
• Strong leadership and team management skills

Location:

The selected candidate must be based in Brazil, São Paulo.