Junior Customer Service Analyst

Description

Job Summary: We are seeking a Junior Customer Service Analyst to provide omnichannel support, resolving customer inquiries and issues regarding our products and services. Key Highlights: 1. Omnichannel support (email, WhatsApp, phone calls, and video calls) 2. Resolving customer inquiries and issues regarding products and services 3. Ensuring excellent customer satisfaction levels At Espresso, we are looking for a person to work as a Junior Customer Service Analyst delivering omnichannel support (e\-mail, WhatsApp, phone calls, and video calls) to customers. This role involves resolving inquiries and issues related to our products and services (SaaS, Digital Account, Integrations, BaaS, etc.). Responsibilities include investigating and reporting bugs, negotiating deadlines, ensuring customer satisfaction, maintaining effective communication, meeting SLAs, and promoting content from our Help Center. This person will also conduct remote training sessions, configure customer accounts, register and track requests, identify opportunities for improvement, and contribute to creating articles for the knowledge base. We seek someone up-to-date with industry trends, who supports the team and achieves productivity and quality goals. **Responsibilities:** * Provide customer support via Freshdesk Omnichannel platform support channels. * Report results to the Customer Service team supervisor. * Deliver multichannel support: e\-mail, WhatsApp, phone calls, and video calls. * Support customers with inquiries about all Espresso products and services (SaaS, digital account, cards, integrations, etc.). * Address customer-reported bugs on the platform and services by investigating potential issues and aligning expectations regarding resolution timelines. * Act as an interface between reported bugs and the product team to drive solutions. * Negotiate request deadlines and solutions with product development teams. * Adhere to SLA agreements for customer support as defined by the company. * Promote Help Center content to customers during support interactions. * Request referrals from satisfied customers. * Ensure excellent customer satisfaction levels. * Maintain strong written communication in written interactions such as e\-mails and chats. * Conduct remote refresher training for customers upon request. * Configure new parameters in customer accounts. * Handle cases aimed at reversing cancellation requests from customers assigned to Silver and Bronze portfolios. * Classify support interactions according to parameters defined by the company. **Benefits** * Unimed Health Insurance Plan and MetLife Dental Insurance Plan * Gympass * Meal/Voucher Allowance * Mobility Allowance * Day Off * Pet Insurance * Life Insurance Employment Type: Permanent CLT Benefits: * Medical assistance * Dental assistance * Life insurance * Food allowance * Meal allowance * Transportation allowance Selection Question(s): * What is your expected salary? Work Location: On-site