CUSTOMER SERVICE ANALYST

Description

Job Summary: A Customer Service Analyst handles customer and driver inquiries, registers and tracks requests, complaints, and incidents, seeks solutions, and provides operational support. Key Highlights: 1. Multichannel customer and driver support 2. Management and follow-up of requests until resolution 3. Operational support to drivers en route A Road Freight Transportation company is seeking a Customer Service Analyst in Rio Claro. **Responsibilities:** Customer and driver support, focusing on registering requests, complaints, and incidents; coordinating with responsible departments to resolve issues; tracking open requests; and providing operational support to drivers during operations—especially when awaiting instructions or responses. Main duties: . Provide customer and driver support via phone, chat, e\-mail, and other communication channels. • Clearly and systematically record questions, requests, complaints, and incidents; • Triage requests and forward them to responsible departments when necessary; • Track open requests, performing follow\-up until resolution; • Collaborate with coordinators and supervisors to support case resolution; • Provide operational support to drivers during operations; • Prepare reports, controls, and performance indicators for customer service tracking; • Suggest improvements to customer service processes; • Ensure confidentiality and integrity of all handled information. Previous experience as a Customer Service Analyst, Customer Support Analyst, Relationship Specialist, or Ombudsman Analyst may indicate suitability for some responsibilities of this position. High school diploma required. Relevant experience required. **Compensation and Benefits:** * Salary: Please submit your salary expectation. * Profit Sharing * Basic Food Basket * On\-site Meal * Parking * Pharmacy Benefit Plan * Dental Care Plan * Health Insurance **Additional Information:** * Employment Type: Permanent \- On\-site. * Schedule: Full\-time * Working Hours: Monday to Friday, 7:30 AM to 5:30 PM