Universo is a financial institution leader in the issuance of credit cards in Portugal (“Cartão Universo”) with more than 1 million customers. It has the goal of disrupting the banking industry in Portugal by innovating in the area of consumer payments, credit and insurance.

Our clients are the stars that set our course and make our work shine.

Want to be part of our Universe?

We are looking for a Contact Center Operations Intern with an interest in management to support the internal contact center team at Universo, specifically within the Complaints and Customer Ombudsman team. This position offers an excellent opportunity to develop practical skills in data analysis and process improvement.

You will be responsible for:

• Support management in collecting and organizing performance indicators and preparing operational reports, particularly regarding the complaints unit (classification by type, urgency, and impact; compliance with response SLAs; etc.)
• Collaborate in developing strategies to improve operational efficiency and customer experience, such as process mapping
• Gather relevant information from other departments to understand the context, and analyze trends and patterns in recurring complaints
• Assist in defining, recording, and monitoring action plans, both internal and with the outsourcing partner
• Help supervise daily activities in the contact center, ensuring alignment with established goals
• Contribute to the updating of customer service scripts, FAQs, and other support materials
• Provide support in communication and process alignment between the company and the outsourcing partner

If you have:

• Ongoing studies or recent graduate in Management, Administration, Economics, Communication, or related fields
• Interest in customer service, vendor management, and operations
• Strong analytical skills and attention to detail
• Basic knowledge of Excel and the Microsoft Office suite
• Organizational skills and ability to meet deadlines
• Strong communication skills and ease in working within a team

If you are:

• Proactive and curious
• Team-oriented and a clear communicator
• Organized and goal-oriented
• Reliable and ambitious

What we offer:

• Flextime and a hybrid working model, allowing you to work smarter instead of longer
• Professional growth –you will have a personalized training plan
• A diverse and inclusive working community, where working together is not only a large part of our day-to-day, but one of the most important essentials of our Universe

We aim for greatness and boldness. We want to achieve the extraordinary, bringing your full self to what you do.

If you believe you can be a part of our Universe, please submit your CV.