Coordenador de Customer Service

About the role

The Customer Service Coordinator will strengthen and evolve operational efficiency of the patient journey, ensuring logical reasoning, SLA compliance and close alignment with Commercial and Logistics/Operations teams.

Key responsibilities

• Lead the Service Desk team, providing continuous feedback, technical training and fostering a safe, inclusive, collaborative work environment.
• Act as the direct liaison between Service, Commercial and Operations/Logistics to remove delivery bottlenecks.
• Monitor and analyze critical operational metrics such as First Contact Resolution (FCR), Average Handling Time (TMA), Average Wait Time (TME), NPS and Customer Thermometer, turning issues into root‑cause corrective action plans.
• Map and standardize SOPs, applying Lean concepts to eliminate waste, avoid rework and maximize system efficiency.

Required profile

• Completed higher education in Administration, Production Engineering, Management Processes, Logistics, Hospital Management or related fields.
• Relevant experience leading Customer Service or Client Support teams, preferably in Home Care, Medical Gas Distribution, Medical Equipment or Health sectors.
• Strong analytical ability, systemic vision and skill in building cross‑functional alignment to solve integrated challenges.

Required skills

• Practical knowledge of managing and analysing operational and satisfaction indicators (SLA, FCR, TMA, etc.).
• Experience with Lean methodology for process optimisation.