Customer Experience Analyst

Description

Job Summary: We are seeking a Customer Experience Analyst focused on customer experience to work multichannel, ensuring quality, empathy, and efficiency. Key Highlights: 1. Multichannel operations within a corporate group (fashion, furniture, technology, and logistics) 2. Technical and behavioral reference, supporting continuous improvement and AI 3. Focus on First Contact Resolution (FCR) and reduction of rework We seek a **Customer Experience Analyst \- Customer Support** with exemplary conduct and strong focus on customer experience, operating multichannel across the group's diverse companies (fashion, furniture, technology, and logistics). This professional will serve as a technical and behavioral reference within operations, ensuring quality, empathy, and efficiency across all customer touchpoints. The role involves direct frontline support, as well as assisting the Customer Support Coordinator in continuously improving processes, leveraging technologies and tools powered by Artificial Intelligence, and elevating service excellence standards. **Responsibilities** Provide customer support across multiple channels (WhatsApp, chat, e\-mail, marketplaces, social media, and voice) Ensure high standards of quality, empathy, and resolution in all interactions Focus on First Contact Resolution (FCR) and reduction of rework Support organization and updating of knowledge base and FAQs Suggest improvements to workflows, scripts, and support processes based on practical experience Handle more complex or critical cases, including formal complaints Support testing and enhancement of chatbots, automated workflows, and AI-powered tools Contribute to meeting SLAs and quality targets for customer support Collaborate cross-functionally with Logistics, E\-commerce, Finance, and Operations to resolve requests **Requirements** Prior experience in customer support, preferably as a mid-level or senior analyst Experience supporting e\-commerce or marketplace operations Experience handling complaints and resolving issues Proficiency with digital tools and customer support systems Organized, process-oriented profile Ability to manage high-volume support while maintaining quality Willingness to work on-site Employment Type: Direct Hire (CLT) **Benefits:** * Medical assistance * Dental assistance * Fuel allowance or Transportation voucher * Profit-sharing * Meal voucher * Exclusive discounts on company products Employment Type: Direct Hire (CLT) * Medical assistance * Commercial agreements and discounts * Profit-sharing * Meal voucher * Transportation voucher Employment Type: Direct Hire (CLT) Benefits: * Medical assistance * Commercial agreements and discounts * Profit-sharing * Meal voucher * Transportation voucher Work Location: On-site