Job Summary
The Gen C / Junior Agent is a proactive and empathetic role in Comenta team. This role is focused on providing high-quality support and guidance to users through effective communication and emotional intelligence. This role needs to have a background in soft skills and a strong orientation toward customer service and confidentiality.
Responsibilities
Customer Service for Matters Related to Violations of the Code of Ethics
Contact Reception Handle communications from various channels: telephone, email, web forms, internal applications, among others. Listen actively and empathetically to whistleblowers or employees reporting potential violations of the code of ethics.
Information Documentation Record reported incidents in detail, including dates, names, involved departments, and any provided evidence. Classify reports according to their nature (conflict of interest, harassment, fraud, etc.) and level of urgency. Ensure the confidentiality of the information and protect the identity of the whistleblower when necessary.
Referral for Investigation Forward cases to the appropriate departments such as Internal Audit, Human Resources, or the Ethics Committee. Follow up on the investigation process, ensuring deadlines are met and case traceability is maintained.
Professional Profile Orientation
Communication
Psychology
Social Work
Industrial Relations
Social Sciences
Note: Technical profiles are not aligned with the nature of the service provided by Comenta.
3. Critical Skills
Effective communication and active listening
Problem-solving ability
Emotional intelligence
Empathy and customer orientation
Ability to maintain confidentiality and act with integrity
Good communication in Spanish and english
4. Complementary (Non-Priority) Skills
Experience using platforms such as ServiceNow or other ticketing tools
Familiarity with multi-channel support protocols (voice email chat)
5. Key Attributes
Proactive and service-oriented mindset
Ability to work in a dynamic and sensitive environment
Commitment to ethical standards and confidentiality