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Job Summary: We are seeking a Customer Service Representative to manage customer and agent requests, ensuring quality and SLA compliance within the Life Insurance and Investments Division. Key Highlights: 1. Central communication role among customers, agents, and internal teams. 2. Efficient request management with a focus on customer experience. 3. Opportunity to work in life insurance and investment products with required languages. We are looking for a Customer Service Representative for our Life Insurance and Investments Division, who will serve as the communication hub between our customers, agents, and internal teams. **Job Mission** Ensure efficient and high-quality service request management, guaranteeing SLA compliance, accurate information recording in the CRM, and a positive experience for every customer and agent. **Main Responsibilities** * Receive, log, and manage tickets in the CRM via Portal, App, and Email. * Validate customer, policy, and request data; categorize and prioritize according to SLAs. * Resolve direct inquiries and coordinate with internal teams for cases requiring specialized support. * Proactively follow up on assigned tickets to ensure timely resolutions. * Clearly and consistently communicate request status to customers and agents. * Identify and escalate complaints and improvement opportunities to the Team Lead. **Required Profile** * 2–5 years of experience in customer service, operations, or service desk roles. * Experience in insurance, life policies, and investments — MANDATORY. * Experience in environments with SLA management and ticketing systems. * Advanced Portuguese — MANDATORY. Advanced English — MANDATORY. * Proficiency in CRM (Salesforce or similar) — preferred. * Attention to detail, proactivity, and ability to work under pressure. Application Question(s): * Is your Portuguese level native? * Do you have experience in insurance, life policies, and investments? Work Location: On-site employment
