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. Continuous monitoring and improvement of the customer journey. 2. Focus on service excellence and customer satisfaction. 3. Data analysis and feedback to identify improvement opportunities. 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 deliver 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 (WhatsApp, 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 pursuing a degree in Business Administration, Communications, or related fields; Intermediate proficiency in Excel and CRM systems; Minimum 6 months of prior experience in Customer Experience; Proficiency in data analysis and customer satisfaction metrics. **Behavioral Competencies (Soft Skills):** Proactivity; Strong communication skills and empathy; Customer focus and problem-solving ability; Good interpersonal skills; Analytical capability. **Additional Information:** Working hours: Monday to Friday, 8:00 AM to 6:00 PM (1 hour and 12 minutes lunch break); 100% on-site.