Job Title: Complaint Handling Specialist (Customer Service Focus)
Number of Openings: 2
Work Location: Sao Paulo Brazil (Local Office)
Employment Type: Full-time
Company Introduction
We are a leading online gaming platform legally registered in Brazil with a valid gambling operation license, dedicated to providing users with a safe, fair, and transparent entertainment experience. We highly value customer service quality and regulatory compliance. We are now looking for responsible, communicative professionals to join our team, helping to maintain our brand reputation and protect user rights.
Job Responsibilities
Complaint Acceptance and Handling
Receive and record user complaints via email, online chat, phone, and other channels, ensuring accuracy and completeness of information.
Respond quickly and properly resolve user disputes in accordance with the company's internal procedures and Brazilian gambling regulations.
Communication and Coordination
Collaborate with the Risk Control, Legal, and Technical departments to address complex complaints across teams.
Clearly communicate solutions to users, maintain customer relationships, and reduce the risk of complaint escalation.
Data Analysis and Feedback
Regularly organize complaint cases, analyze common issues and potential risks, and submit improvement suggestion reports.
Assist in improving the complaint handling process and compliance standards to enhance service efficiency and user satisfaction.
Compliance Assurance
Ensure all operations comply with Brazil's data privacy laws (LGPD) and gambling industry regulatory requirements, strictly safeguarding user information.
Qualifications
Basic Requirements
College degree or higher; law, psychology, public relations, or related fields preferred.
At least 1 year of experience in customer service/complaint handling; experience in gambling, finance, or internet industries is a plus.
Fluent in Portuguese (both written and spoken) with good communication skills.
Core Competencies
Excellent emotional management and stress tolerance, able to handle users’ emotional demands rationally.
Familiarity with Brazilian gambling regulations and consumer rights protection policies, with a strong sense of compliance.
Proficient in using Office software and data analysis tools.
Professional Qualities
Integrity and professionalism, with a strong commitment to user privacy and confidentiality.
Ability to work flexible hours or shifts (depending on business needs).
Salary and Benefits
Salary Range: 3,000-8,000 BRL + Performance Bonus
Benefits:
Paid annual leave, holiday benefits, flexible work schedule
Regular compliance training and career development support
Notes
Applicants must pass a background check and have no negative records in the gambling industry.
The company strictly adheres to equal employment principles and does not discriminate based on race, gender, religion, etc.
Successful interviewees will undergo compliance training and sign a confidentiality agreement.