Customer Service Analyst

Description

Job Summary: Customer Service Analyst responsible for ensuring excellence in customer service and experience, working analytically to identify issues and optimize processes. Key Highlights: 1. Consultative and analytical customer issue resolution 2. Root cause analysis (RCA) and continuous service improvement 3. Field technician support and internal process optimization In this **Customer Service Analyst** role, you will ensure excellence in customer service and experience regarding contracted systems, working analytically to identify problems, propose improvements, and guarantee adherence to agreed SLAs. Additionally, you will actively support field technicians and optimize internal processes. **To help you understand the scope of this role, here are some key responsibilities:** \- Provide consultative support to client companies, analyzing system usage-related requests and proposing effective solutions; \- Monitor, analyze, and address system-generated alerts, ensuring SLA compliance and identifying patterns or recurrences; \- Conduct root cause analysis (RCA) for incidents and propose corrective and preventive actions; \- Support and guide the driver base, resolving more complex queries and enhancing user experience; \- Collaborate with internal departments (technical support, product, operations) to resolve issues and continuously improve services; \- Support and advise field technicians on operational and administrative matters, ensuring smooth process execution; \- Suggest improvements to processes, service workflows, and system usage based on data and performance indicators; \- Track performance metrics (KPIs), contributing to the team’s overall results improvement. **Requirements for this opportunity:** \- Completed or currently pursuing a Bachelor’s degree (preferably in Administration, IT, Engineering, Logistics, or related fields); \- Intermediate proficiency in Microsoft Office, especially Excel (data analysis, pivot tables, etc.); \- Strong analytical and problem-solving skills; \- Excellent communication and interpersonal skills. **Preferred qualifications include:** \- Prior experience in analytical or technical customer support; \- Experience with tracking systems, telematics, or logistics systems; \- Knowledge of data analysis and performance metrics; \- Valid Brazilian driver’s license (Category B). **Crerare offers the following benefits:** \- Meal/Voucher Card (Swile) — R$37.00 per working day, with R$1.00 (One Real) payroll deduction; \- Annual Profit-Sharing Bonus (PLR), contingent upon achievement of corporate goals; \- Discounts at ULBRA, FTEC, FADERGS, and Uniritter universities; \- Birthday Day Off and gift voucher (Enjoy one day off and receive R$50.00 added to your Swile free-balance); \- Unimed Health Insurance plan (partially subsidized by the company after the probationary period); \- MetLife Dental Insurance plan (R$12.83/month, no co-payment); \- Language Learning Allowance (reimbursement up to R$150.00 after the probationary period); \- Group Life Insurance; \- Psychological, Financial, and Legal Support Program (subject to program rules and limits); \- Partnership with SESC (health, leisure, culture, sports, education, and other services); \- Opportunities for growth and professional development; Salary: R$1.00 per month Benefits: * Health insurance * Dental insurance * Childcare allowance * Commercial partnerships and discounts * Life insurance * Meal allowance * Transportation allowance Selection Question(s): * Salary expectation? Work location: On-site