Customer Service Analyst (Temporary) | Support

Description

**Made by people who transform education** **All Arco positions are open to People with Disabilities.** In the **Customer Service** team, you will be part of an operation focused on delighting customers, building trust, and ensuring agile, high-quality support. You will handle request resolution, strategic information logging, and negotiations to support family payment compliance. **On a day-to-day basis, you will:** * Build relationships with our customers characterized by delight and trust; * Deliver high-quality service within the agreed SLA; * Adopt an owner mindset and strong sense of urgency to see problem resolution through to completion; * Collect feedback during interactions; * Log all support tickets, recognizing the importance of this data for other company departments; * Help customers resolve their issues; * Conduct negotiations to maintain family payment compliance. **To participate in our process, you must have:** * Clear and concise communication skills; * An organized, proactive, and hands-on profile; * Ability to analyze data and identify gaps or opportunities; * Experience in customer service (CX/CS); * Experience with metrics (TEI \- Time Between Interactions \\ CSAT \- Customer Satisfaction Score); * Experience in negotiations and revenue recovery; * Proficiency in Microsoft Office Suite. **Nice-to-have:** * Familiarity with Zendesk. REQ\-20260409\-011 **What you’ll find at Arco, beyond incredible people:** \+ Meal and/or food allowance \+ Health and dental insurance \+ Transportation allowance \+ Extended maternity and paternity leave \+ Childcare allowance \+ Health support: partnerships with Wellhub and Zenklub \+ Education incentives \+ Airline ticket discounts \+ Pet health insurance partnership \+ Access to Arco’s educational materials for employees’ children \+ Partnerships for MBA and postgraduate programs **\#MoreDiversity** We believe that in a diverse and inclusive environment, our **people will be happier, more engaged**, and have **greater potential to achieve their full capabilities**. That’s why, at Arco, we respect and value equal rights, recognize individual uniqueness, and believe that **all** people can contribute to our purpose. **\#JoinArco**