Customer Experience Analyst

Description

Job Summary: A communications professional focused on CX (Customer Experience) and CS (Customer Service), responsible for analyzing customer support data, generating reports, and identifying improvements in the customer journey. Key Highlights: 1. Multichannel and humanized customer service 2. Strategic analysis of CX and satisfaction data 3. Collaboration with teams to generate business insights Description: * Bachelor's degree in Communications or related field (completed or in progress); * Proficiency in CRM and customer service tools (e.g., Zendesk, Intercom, HubSpot); * Familiarity with CX metrics and satisfaction indicators; * Ability to record, organize, and analyze customer support information; * Experience with digital channels; * Experience with data analysis; * Strategic business perspective; * Written communication skills; * Proficiency in Microsoft Office suite and internet applications; * Ability to work autonomously, with organization and business acumen; * Collaborative mindset, active listening, and critical thinking; * CX or CS certifications are desirable. * Customer service via digital channels (WhatsApp, e\-mail, online chat, and social media), responding to inquiries, resolving issues, and providing clear, humanized guidance; * Collecting, organizing, and interpreting data from Reclame Aqui and other customer support platforms; * Monitoring customer experience metrics (CSAT, NPS, FCR, and TMA); * Creating and updating dashboards and reports to track standard indicators, trends, and insights from customer complaints and interactions; * Identifying opportunities to improve the customer journey and proposing solutions collaboratively with the team; * Supporting the creation and maintenance of support content, such as FAQs, service scripts, and guidance materials; * Conducting preventive analyses to anticipate potential issues and improvement opportunities; * Collaborating with internal teams (sales, product, marketing, logistics) to understand business needs and translate them into insights and strategic analyses. 2510160202251802291