• Ensure customer satisfaction and effective fulfillment of their needs.• Identify and address process gaps to optimize the customer experience.• Build collaborative relationships with clients and colleagues from different areas.• Monitor and provide appropriate feedback and training to the customer service team.• Analyse metrics and performance reports to identify areas for improvement and implement corrective actions.• Collaborate with other departments to resolve technical issues and enhance the customer experience.• Develop internal procedures and drive process improvement.• Supervise the daily operations of the customer support department, ensuring timely responses to demands and requests.• Facilitate communication between teams and local and international suppliers.• Participate in meetings and training sessions to stay updated on best customer support practices.• Represent the company in national and international events.• Prepare and present monthly and quarterly reports with performance results to key clients.• Foster a customer-centric culture of service, encouraging empathy, proactive problem-solving, and personalized solutions.

• Ensure customer needs are effectively met.• Analyse team performance indicators to drive continuous improvement.• Proactively exceed customer expectations through proactive initiatives.• Develop cost-effective tools and solutions to enhance customer experience.• Act as the primary point of contact for a portfolio of clients, addressing inquiries and providing follow-up support.• Conduct regular client visits (HR and Relocations) to monitor satisfaction and cultivate relationships.• Place high value on customer relationships and actively foster loyalty.• Take ownership of Customer Service escalations and efficiently solve them for the benefit of the business, partners, and customers.• Establish and refine internal procedures to optimize processes.• Deliver informative presentations to keep clients updated on services and procedures.• Conduct thorough demand feasibility studies for each client.• Evaluate managerial reports critically and propose improvements.• Streamline communication with teams and suppliers globally.• Proactively communicate with partners to facilitate business development.• Identify business improvement opportunities for clients using internal segmentation.• Support the organization in events, such as workshops and webinars.

• Coordinate service delivery throughout Latin America, ensuring operational excellence.• Recruit, train, and develop the team, establishing clear goals and aligning with headquarters and branches.• Exercise effective leadership in a team of up to 30 people, promoting collaboration and engagement.• Manage activities and processes across offices, ensuring efficiency and quality.• Proactively and effectively resolve conflicts with internal and external clients.• Analyse satisfaction indicators and develop action plans to improve the customer experience.• Make informed decisions based on critical analysis of management reports, aiming for the organization's best results.• Provide technical training for clients, ensuring in-depth knowledge of products and services.• Implement recommended process and practice improvements, seeking efficiency and continuous enhancement.• Conduct rigorous quality controls and monitor SLAs and KPIs.• Maintain and constantly improve processes, identifying optimization opportunities and effectiveness.• Demonstrate strong leadership and management skills, fostering a collaborative and motivating work environment.• Ensure timely invoicing and collection, coordinating with accounting team.• Update the company's computer system promptly and accurately according to KPI requirements related to services.• Be familiar with monitoring visa application statuses and the coordinating of inbound/outbound immigration services.• Collaborate with the immigration team to oversee the services provided to our relocating clients and family members, including general communication, collection, and review of received documents.• Prepare and provide weekly, monthly, and quarterly reports on operational activities.

• Manage a team of approximately 20 individuals and oversee the daily activities of the department.• Develop and implement strategies and goals to achieve department objectives.• Select, hire, and train new team members.• Monitor team performance and provide appropriate feedback, guidance, and coaching.• Manage the department's budget, ensuring efficient use of available resources.• Collaborate with other areas of the company to promote interdepartmental communication and cooperation.• Establish efficient policies, processes, and procedures to optimize department operations in accordance with ISO 9001/14001 quality standards and cascade to the team.• Implement measures to ensure compliance with internal and external regulations and policies.• Analyse data and metrics to assess department performance and identify improvement opportunities.• Represent the department in internal and external meetings, including presentations and negotiations at national and international events.• Maintain positive relationships with clients and suppliers.• Foster a collaborative, motivating, and productive work environment for the department team.

- Passenger support, national and international transfers, claim services, lost luggage and ticketing;- Immediate resolution of problems in the embarkation and disembarkation terminals;- Management and control of the cashier related to the sale of tickets, collection of fees and rendering of accounts;

- Support and provide information to national and international passengers;- Capability to deal with challenging situations;- Responsible to receive and control payments.