Customer Service Analyst (PL)

Description

Job Summary: The Customer Service Analyst is a strategic professional responsible for ensuring excellence throughout the customer journey through data analysis, content curation, and proposal of improvements. Key Highlights: 1. Proactive engagement in anticipating customer needs. 2. Content management for virtual assistants and chatbots. 3. Interdisciplinary collaboration with various departments across the company. **Unit**: Contagem \- MG **Working Hours:** Street: José Afonso Barbosa Melo, No. 145; Neighborhood: Cinco We are Patrus Transportes, a company that values people as its greatest asset and pours passion into every detail. Eye-to-eye interaction is a core principle, and honoring our word serves as proof of transparency and responsibility. We constantly seek the best paths and remain committed to achieving optimal results. Are you interested and ready to join this team that works daily to keep Brazil moving—connecting industries and people? **Job Description** The Customer Service Analyst is a strategic professional responsible for ensuring excellence throughout the customer journey through data analysis, content curation, proposal of improvements, and technical support. You will act proactively—anticipating needs, identifying opportunities, and implementing actions that enhance the customer experience with the company’s products and services. **Main Responsibilities** * **Analysis and Diagnosis:** Evaluate metrics such as SLA, CSAT, NPS, and resolution rate to identify bottlenecks and improvement opportunities. * **Proactive Engagement:** Anticipate demands and propose preventive and personalized actions to ensure a seamless and delightful customer journey. * **Content Curation:** Manage content for virtual assistants and chatbots, ensuring responses are up-to-date and aligned with company guidelines. * **Proposal of Improvements:** Identify trends and insights from collected data, suggesting adjustments to processes and tools. * **Basic Technical Support:** Assist customers in using customer service tools, resolving simple queries clearly and empathetically. * **Interdisciplinary Collaboration:** Partner with departments such as Sales, Marketing, Logistics, and Quality, sharing relevant customer-related information. **Desired Profile** * Completed bachelor’s degree. * Knowledge of customer service tools and techniques. * Analytical ability and problem-solving skills. * Proactivity and strategic vision of the customer journey. * Results-oriented mindset and focus on customer experience. * Familiarity with chatbot and virtual assistant platforms. * Skill in content curation and management. * Flexibility to handle diverse contexts and challenges. * Excellent communication, active listening, and facilitation abilities. * Collaborative spirit and ability to lead projects. * Knowledge of the company’s industry sector (desirable). **Benefits:** * Health and Dental Insurance (co-payment) * On-site cafeteria * Transportation allowance * Life insurance * Gympass * Baby Kit * School Kit **More than a transportation company—we are Patrus.** **Build your career with us!** Minimum Education Level: Bachelor’s Degree