Customer Experience (CX) Analyst

Description

Job Summary: You will be responsible for ensuring an exceptional customer experience, primarily in the post-sales phase, resolving issues and strategically acting to strengthen customer relationships and elevate service quality. Key Highlights: 1. Customer service focused on post-sales support and issue resolution 2. Strategic involvement in continuous operational improvement 3. Collaboration with various internal departments to resolve cases ### **About the Role** You will be responsible for ensuring an exceptional experience for our customers, primarily in the post\-sales phase, directly addressing problems and critical situations. We are looking for someone with an owner's mindset, strong organizational skills, and agility—capable of managing end-to-end customer interactions, connecting internal departments, and proposing practical improvements to make our operations more efficient. This role is strategic for strengthening customer relationships and elevating the quality of our service. ### **Responsibilities** * Support customers throughout their journey, with emphasis on post\-sales service and issue resolution * Act as the owner of each issue until full resolution, ensuring speed and quality * Collaborate with internal departments (workshop, vehicle recovery, finance, and sales) to resolve cases * Facilitate agreements with customers, seeking balanced and sustainable solutions * Manage requests from critical channels (Reclame Aqui, Procon, JEC, social media, etc.) * Ensure response quality, timeliness, and alignment with the company’s brand image * Support legal team coordination when required * Systematically organize and log customer interactions * Develop and maintain standardized responses, workflows, and a knowledge base * Monitor SLAs and customer service KPIs * Collaborate with operational teams to resolve issues * Bring the customer perspective into operations in a practical and actionable way * Analyze issue recurrence and propose improvements * Suggest and implement efficiency gains (templates, automation, organization) * Use tools (including AI) to increase productivity and response quality ### **Requirements** * Completed or ongoing undergraduate degree in Business Administration, Marketing, Commercial Management, Psychology, or related fields * Experience in Customer Experience, Customer Success, or similar areas * Strong written and verbal communication skills * Organizational skills and ability to handle multiple simultaneous customer interactions * Intermediate proficiency in Excel or Google Sheets * Experience with CRM or customer service systems * Analytical capability to identify patterns and structure information ### **You Stand Out If You Have** * Experience handling critical channels (Reclame Aqui, Procon, legal) * Knowledge of consumer protection laws and compliance * Familiarity with automation and AI use in customer service * Experience in operational, high-demand environments * Proactive profile with a sense of urgency and solution orientation