Customer Service Analyst

Description

Job Summary: Act as the central point of contact between customers and internal departments, ensuring organization, traceability, and agility in handling requests. Key Highlights: 1. Central role in receiving and tracking customer requests 2. Focus on improving customer service processes and communication with customers 3. Proactive profile with a strong sense of responsibility and organization **Role Mission** Act as the central point of contact between customers and Kanastra’s internal departments, ensuring organization, traceability, and agility in handling requests received via e\-mail, calls, and other support channels. The person will be responsible for structuring and operating the support workflow, ensuring that requests are registered, routed, and tracked to resolution. **Responsibilities and Duties** * Act as the central point for receiving customer requests, monitoring and tracking channels such as e\-mail, calls, and other communication fronts. * Register requests, inquiries, and incidents in ticketing systems or internal tools, ensuring traceability and organization of support activities. * Appropriately route requests to responsible departments. * Track tickets and support cases until resolution, performing follow\-ups and ensuring adherence to deadlines. * Support the establishment of an organized support workflow, avoiding request dispersion across multiple channels and centralizing demand control. * Collaborate closely with teams, ensuring a minimum understanding of operations to properly qualify and route requests. * Propose improvements to customer service and communication processes, contributing to greater operational efficiency. * Support the organization of official support channels, helping structure team operations as request volume grows. * Consolidate recurring support information to identify operational bottlenecks and opportunities for improvement in internal processes. **Requirements and Qualifications** * Prior experience in Customer Service, Customer Support, or Operations. * Experience in financial market companies, fintechs, or financial services. * Organizational skills and ability to handle multiple requests simultaneously. * Strong written and verbal communication skills. * Ability to interact with various departments across the company. * Proactive profile with a strong sense of responsibility for tracking requests. **Preferred Qualifications** * Familiarity with operations related to investment funds, securitization, or credit structures. * Experience with ticketing or support management tools. * Experience in designing or improving customer support processes. ### **Our Benefits** * Remote work model * Caju benefits card: VR * Health insurance plan with no copayment * Dental insurance plan with no copayment * Childcare allowance * Extended maternity and paternity leave * Wellhub