Junior Customer Support Analyst

Description

Job Summary: At Elite Formações, you will be the voice that safeguards students’ experience via WhatsApp and CRM, ensuring human-centered, agile, and organized service to achieve customer satisfaction and loyalty. Key Highlights: 1. Excellent customer service via WhatsApp, within the SLA of up to 24 hours 2. Organized logging of interactions in CRM and support for platform usage 3. Collection of feedback, creation of FAQs, and suggestions for improvements Do you enjoy helping people and solving challenges every day? Then this opportunity may be perfect for you! At Elite Formações—a company focused on education and career transformation—you will be the voice that safeguards our students’ experience via WhatsApp and CRM. Your role is to ensure human-centered, agile, and organized service, making you a key contributor to customer satisfaction and loyalty. * Deliver excellent customer service via WhatsApp, within the SLA of up to 24 hours. * Log all interactions in CRM with organization and clarity. * Assist customers with platform usage, providing simple and detailed instructions. * Help resolve basic technical issues. * Collect and document daily feedback regarding products and services. * Create and update FAQs, manuals, and support materials. * Suggest improvements based on recurring questions and complaints. Requirements: **Mandatory Requirements:** * Prior experience in customer service (internship or similar roles accepted). * Clear, concise, and empathetic written communication (flawless Portuguese is mandatory). * Strong organizational skills and attention to detail when logging data in systems/CRM. * Ability to solve problems swiftly with focus on SLA compliance. * Aptitude for learning digital tools and processes. * Patience, active listening, and full focus on customer experience. * Availability for fully in-person work under CLT employment regime. **Preferred Qualifications:** * Experience with customer service via WhatsApp and/or ticketing tools. * Background working in education companies, course providers, or edtechs. * Analytical mindset to identify patterns and suggest improvements. * Experience creating FAQs, manuals, or other support content.