Customer Care Analyst

Job Description
The
Customer Care Analyst
is responsible for managing after-sales and customer service cases, ensuring timely, empathetic resolution in accordance with brand policies. Their role includes liaising with the dealer network, internal brand departments, and law firms to address requests, complaints, legal actions, and settlements, ensuring high standards of customer satisfaction and regulatory compliance.

Main Activities
Legal and Regulatory Management

• Analyze, prepare, and compile documentation for handling complaints, reports, lawsuits, and settlements.
• Draft and draft responses to regulatory agencies such as INDECOPI in coordination with the legal department and law firm.
• Coordinate the collection of information from dealers, suppliers, and internal departments involved in the preparation of responses and settlement proposals.
• Manage the preparation of agreements/transaction contracts in cases of settlement, ve...