Customer Service Analyst (CX-Focused)

Description

Job Summary: We are seeking a dynamic and proactive professional for strategic customer service, focused on efficient and humanized solutions in a startup environment. Key Highlights: 1. Strategic and humanized customer service in a startup 2. Autonomy and proactivity in resolving requests 3. Continuous improvement of the customer experience **About the Position:** If you are dynamic, possess excellent spoken and written communication skills, enjoy solving problems, and know how to handle challenges, this position is for you! We seek a professional who adopts a strategic approach to customer service, ensuring efficient and humanized solutions. As a startup, we value autonomy and proactivity; therefore, it is essential that you demonstrate initiative and collaborate effectively within a team. **Responsibilities:** Respond to and interact with customers via WhatsApp, email, phone, and social media, ensuring agile and high-quality service. Manage complaints on platforms such as Reclame Aqui, seeking efficient and strategic resolutions. Apply persuasion techniques and problem-solving methodologies to deliver the best possible customer experience. Manage CRM systems and track interactions across multiple tools. Monitor and analyze customer service data, proposing improvements to optimize processes and enhance the customer experience. Resolve requests autonomously while maintaining alignment with the team and other company departments. Identify complaint patterns and contribute to continuous service improvement. **Requirements:** Prior experience in customer service, customer support (SAC), or related areas. Excellent verbal and written communication skills. Crisis management and strategic customer service capabilities. Familiarity with CRM systems and tracking across multiple tools. Analytical ability and proactivity to solve problems and propose improvements. Autonomy to manage requests without losing alignment with the team. **Preferred Qualifications:** Experience with Reclame Aqui and social media customer service. Basic to intermediate knowledge of Customer Experience (CX) and the customer journey. Experience in startups, SaaS companies, or B2B product environments. ### **Employment Type:** CLT ### **Required Knowledge and Skills:** Customer Service, Excel, Customer Negotiation, Operating Systems, Critical Analysis, Time Management, Google Tools, Customer Experience, CRM, Process Flows ### **Benefits:** Health Insurance, Dental Insurance, Life Insurance, Meal Allowance, Transportation Allowance, Wellhub (formerly Gympass) ### **Department:** Operations