Job Summary: A Customer Experience professional to support Customer Voice analysis, optimize customer journeys, and identify continuous improvements for customer experience and operational efficiency. Key Highlights: 1. Support Customer Voice analysis and continuous improvement of the experience 2. Identify and implement improvements in the customer journey 3. Contribute to customer loyalty and product profitability We are an international telecommunications company operating in the labor market since 2017. Join us! We are a leader in providing a white-label technology platform to organizations across diverse sectors, enabling them to become operators and offer mobile plans and connectivity under their own brand. Ride the wave with us! **Responsibilities and Duties** **What is the objective of this role?** Our team’s objective is to support Customer Voice analysis through NPS and customer journeys, contributing to the identification and implementation of experience improvements, as well as mapping opportunities—from process-level analysis to routing initiatives to responsible departments—while driving continuous improvement and supporting the Customer Service (CS) team. All actions taken by our team aim to increase our operational efficiency, foster customer loyalty, enhance product profitability, and guarantee the best possible experience for our customers. **Activities you will perform:** * Support monitoring and updating of customer journeys. * Support conducting customer surveys (NPS and others), ensuring correct application and organized response collection. * Consolidate and organize NPS results, feedback, and verbatim comments. * Contact customers when necessary for detractor outreach actions, following defined scripts and guidelines. * Record, classify, and track customer feedback, supporting the identification of improvement opportunities. * Support preparation of operational and managerial CX reports. * Support internal cross-functional collaboration to route customer experience-related requests. * Maintain CX data and metrics organized and up to date. **What we look for in your profile:** * Currently pursuing or completed undergraduate degree (Administration, Marketing, Communications, or related fields). * Basic knowledge of Excel/Google Sheets. * Basic knowledge of Customer Experience and NPS. * Strong verbal and written communication skills; * Analytical and dynamic mindset; * Proactive and communicative; * Organized, detail-oriented, and interested in data analysis; **Requirements and Qualifications** * Currently pursuing or completed undergraduate degree. * Prior experience in Customer Service, Quality, or CX areas — preferred. * Experience conducting surveys or direct customer interaction — preferred. * Familiarity with CRM tools or NPS platforms — preferred. **Additional Information** Bradesco Saúde health insurance — 100% company-paid. Amil Odonto dental insurance — 100% company-paid. Meal/Voucher card (VR/VA) — Alelo Life insurance Corporate SIM card Wellhub TotalPass Birthday allowance Transportation allowance **Salary:** R$2.600,00 **Work Schedule:** 5 days on / 2 days off **Working Hours:** 1 position, from 08:00 to 17:48 — 1-hour break. **Work Modality:** (100% in-person). **Company Location:** Near Berrini Station — Emerald Line / SP. Surf Telecom is an international company operating in the telecommunications sector in Brazil since 2017. We are the fourth-largest mobile operator in Brazil and lead in delivering a technology platform across multiple industries, enabling our partners to offer mobile plans and connectivity under their own brand. Through our technology-driven model, we deliver fast, flexible, and simple solutions so businesses can add value to their operations and provide new choice options, reaching all regions of Brazil. As a leader in customer service, we were awarded the RA 1000 — Reclame Aqui Award in 2021, 2022, and 2024 — https://www.reclameaqui.com.br/empresa/correios-celular/ Ride the wave with us!