Back Office - Customer Service Representative

Description

Job Summary: We are seeking a Back Office Analyst with experience in customer service within the insurance industry to comprehensively manage PQRS (Requests, Complaints, Claims, and Suggestions), ensuring empathetic and high-quality service while supporting regulatory compliance. Key Highlights: 1. Provide an empathetic, technical, and high-quality customer experience. 2. Contribute to regulatory compliance and protect the institutional reputation. 3. Participate in the continuous improvement of the process. We are looking for a person to join our Back Office Team, with experience in Customer Service (Insurance sector) Are you motivated to deliver an empathetic, technical, and high-quality customer experience? Are you interested in contributing to regulatory compliance and protecting the institutional reputation through strategic case management? Then this opportunity may be for you! About the Role: As a Back Office Analyst, you will be responsible for comprehensively managing PQRS (Requests, Complaints, Claims, and Suggestions), ensuring clear, complete, and timely service. Key Responsibilities: Respond to and follow up on PQRS promptly and appropriately. Ensure every response is clear, technical, and customer-focused. Escalate sensitive or complex cases and document them accurately in the platform. Collaborate with internal departments to resolve inquiries effectively. Participate in continuous improvement initiatives and process feedback sessions. Requirements and Knowledge: Knowledge of insurance sector regulations and consumer rights (mandatory) Intermediate Excel skills (pivot tables, filters, formulas). Familiarity with case management platforms (Salesforce preferred). Professional technical writing and attention to detail. Experience with tools such as Microsoft Copilot is a plus. We seek someone with the ability to: Communicate clearly, empathetically, and professionally. Critically analyze cases and support positions with sound reasoning. Organize tasks, prioritize effectively, and work under pressure. Interact efficiently with various departments. Continuously learn and contribute to process improvement. Work Modality: Hybrid Model Monday to Friday, 8 AM to 5 PM If this opportunity resonates with you and you wish to join a team committed to quality, apply now! . -Requirements- Minimum Education: High School Diploma / Secondary Education 1 year of experience Knowledge: Regulatory adherence/compliance, Advisory capability, Microsoft Excel, Microsoft Office, Customer Service