Chatbot and Customer Experience Analyst

Description

**Unit**: Contagem \- MG **Address:** Street: José Afonso Barbosa Melo, No. 145, Neighborhood: Cinco **Working Hours:** Monday to Friday, from 8:00 AM to 6:00 PM. We are Patrus Transportes, a company that values people as its greatest asset and puts passion into every detail. Eye-to-eye interaction is a fundamental principle, and honoring our word as a guarantee demonstrates transparency and responsibility. We are constantly seeking the best paths and are committed to achieving optimal results. Are you interested and ready to join this team that works daily to keep Brazil moving — connecting industries and people? **Job Description** The Chatbot and Customer Experience Analyst is a strategic professional responsible for ensuring excellence in the customer journey through data analysis, content curation, improvement proposals, and technical support. This role requires proactive engagement — anticipating needs, identifying opportunities, and implementing actions that elevate the customer experience with the company’s products and services. **Key Responsibilities** * **Analysis and Diagnosis:** Evaluate metrics such as SLA, CSAT, NPS, and resolution rate to identify bottlenecks and improvement opportunities. * **Proactive Engagement:** Anticipate demands and propose preventive and personalized actions to ensure a seamless and delightful customer journey. * **Content Curation:** Manage virtual assistant and chatbot content, ensuring responses remain up-to-date and aligned with company guidelines. * **Improvement Proposals:** Identify trends and insights from collected data, suggesting adjustments to processes and tools. * **Basic Technical Support:** Assist customers in using customer service tools, resolving simple queries clearly and empathetically. * **Interdisciplinary Collaboration:** Partner with departments including Sales, Marketing, Logistics, and Quality to share relevant customer-related information. **Desired Profile** * Completed undergraduate degree. * Knowledge of customer service tools and techniques. * Analytical ability and problem-solving skills. * Proactivity and strategic vision of the customer journey. * Results-oriented mindset and strong focus on customer experience. * Familiarity with chatbot and virtual assistant platforms. * Skills in content curation and management. * Flexibility to handle diverse contexts and challenges. * Excellent communication, active listening, and facilitation abilities. * Collaborative spirit and capability to lead projects. * Knowledge of the company’s industry sector (desirable). **Benefits:** * Health and Dental Plan (co-payment) * On-site cafeteria * Transportation allowance * Life insurance * Gympass * Baby kit * School kit **More than a transportation company, we are Patrus.** **Build your career with us!** Minimum Education Level: Undergraduate Degree