Customer Experience Analyst

Description

Job Summary: The Customer Experience Analyst will be responsible for ensuring customer satisfaction, optimizing customer service processes, and identifying improvements to deliver a positive experience. Key Highlights: 1. Focus on continuous improvement of the customer journey 2. Exceptional customer monitoring and support 3. Data and satisfaction indicator analysis We are seeking a Customer Experience Analyst to work in Florianópolis. The professional will be responsible for ensuring customer satisfaction, optimizing customer service processes, and identifying improvement opportunities to promote a positive experience across all touchpoints. **Responsibilities and Duties:** Monitor the customer journey with a focus on continuous process improvement; Participate in manufacturer training programs, ensuring program quality and effectiveness; Support and conduct internal audits together with department managers; Monitor and respond to customers (via WhatsApp and phone), ensuring an exceptional experience; Analyze customer reports and feedback to identify improvement opportunities; Collaborate with department management to ensure service excellence and customer satisfaction. **Technical Competencies (Hard Skills):** Bachelor’s degree or currently enrolled in Administration, Communication, or related fields; Intermediate proficiency in Excel and CRM systems; Minimum 6 months of prior experience in Customer Experience; Ability to analyze data and satisfaction indicators. **Behavioral Competencies (Soft Skills):** Proactivity; Strong communication skills and empathy; Customer focus and problem-solving ability; Good interpersonal relationships; Analytical capability. **Additional Information:** Working hours: Monday to Friday, 8:00 AM to 6:00 PM (1 hour 12 minutes lunch break); 100% on-site.