Customer Relationship Analyst

Description

Job Summary: The professional will provide multichannel customer service and guidance, register service tickets, analyze requests, facilitate communications, and monitor service deadlines. Key Highlights: 1. Multichannel customer service and relationship management. 2. Facilitation of communication between customers and internal departments. 3. Monitoring of deadlines and resolution of requests. Posted 1 day ago Curitiba, PR \- Brazil###### **Job Details** * Employment type: CLT (Permanent) * Working hours: 9:00 AM to 6:48 PM (1-hour break) * Work modality: On-site ###### **Benefits** \- Meal Allowance; \- Food Allowance: R$801.50 – no payroll deduction; \- Transportation Allowance: 2 units per day on card – no payroll deduction; \- Birthday Day Off; \- Free medical and dental consultations through the union; \- TotalPass – Discounts at partner gyms. After probation period: Optional benefits. \- Dental Plan (Dental Uni): 100% covered by the employee; \- Health Plan (Unimed): 50% of the monthly premium is covered by the company; remaining expenses are deducted from payroll. ###### **Responsibilities and Duties** \- Provide customer service and guidance via multichannel platforms (telephone, email, WhatsApp, customer portal, and CRM); \- Register, monitor, and update relationship and after-sales service tickets in the system; \- Analyze customer requests, identifying root causes, responsibilities, deadlines, and appropriate actions; \- Inform customers about workflows, deadlines, warranty policies, internal processes, and service status; \- Facilitate communication among customers, internal departments (construction, technical support, legal, finance), and suppliers; \- Monitor service deadlines to ensure compliance with established SLAs; \- Support resolution of complaints and recurring requests, following defined procedures; \- Contribute improvement suggestions based on daily operational experience. ###### **Requirements and Qualifications** \- Completed or ongoing undergraduate degree in Marketing, Communications, Business Administration, or related fields; Customer success or public service training course; \- Strong verbal and written communication skills, with negotiation ability and capacity to handle sensitive customer situations; \- Organizational skills to manage high request volumes and multiple simultaneous processes; \- Intermediate proficiency in Microsoft Office or Google Workspace (especially Excel/Spreadsheets for tracking and reporting); \- Ability to follow processes, warranty policies, and internal service workflows; \- Proven experience in customer relationship management, customer service, or after-sales (mid-level); \- Experience in ticket management and multichannel service (telephone, email, WhatsApp, customer portal, CRM). Desirable Requirements: \- Basic knowledge of negotiation and conflict management; \- Experience in after-sales, technical support, or delivery of real estate units; \- Experience with service metrics (SLA, response time, backlog, satisfaction/NPS). Job Code: 923