- Manage and coordinate customer care activities through multi-channel interaction at the Customer Experience Department;

- Monitor the quality of daily customer support activities and provide direction to improve service quality;

- Manage human resources and develop policies to develop the unit's human resources in each period;

- Coordinate and work directly with internal and external units of the Company to build/deploy and develop projects that bring good experiences and satisfy customers;

- Balance costs and resources to operate customer care services and experiences effectively and with quality;

- Perform other tasks assigned by the General Director and Board of Directors from time to time.