Description: About the vacancy: * Act as a strategic contact point between the company and customers, ensuring excellence in service and problem resolution. Use data and insights to continuously improve the customer experience, reinforcing the company's positive image in the retail market. Main responsibilities: Provide customer service through multiple channels (phone, e-mail, social media, apps), ensuring excellence and agility; Analyze and monitor satisfaction metrics (NPS Net Promoter Score, CSAT Customer Satisfaction Score, CES Customer Effort Score) and propose continuous improvement actions; Resolve customer complaints and inquiries, always seeking the best solution for both parties; Identify patterns and trends in consumer behavior to suggest personalized strategies; Develop performance reports and analyses on customer experience to support decision-making; Collaborate with internal departments to report metrics and track action plans; Implement improvements in service processes, focusing on innovation and efficiency. Mandatory requirements: * Completed undergraduate degree 2 years of experience Courses Administration, Marketing, Communications or related fields Proficiency in CRM (Customer Relationship Management) platforms Experience with Automation Tools (Chatbox) Customer experience metrics (NPS, CSAT, CES) Advanced Office suite (Excel, PowerPoint, Word) Knowledge of Power BI and Data Analysis Knowledge of crisis management and customer loyalty strategies Experience in the supermarket sector or large-scale retail companies. Desirable requirements (differentiators): Benefits: Meals provided at the company (breakfast, lunch, and afternoon snack), with discount applied only to lunch Attendance Bonus: R$ 400.00 per month (starting from the 2nd month) on the Pluxe Alimentação card Health Insurance (Unimed or Hapvida, optional after probation period) Optional Dental Insurance PPR Profit Sharing Plan: up to one additional salary per year (after probation period) Icatu Package: Telemedicine, Funeral Assistance, and Life Insurance Active Life Program: Sports telemedicine (personal trainer, nutritionist, etc.) Access to Wellhub (formerly Gympass) or Total Pass 24% discount on electricity bill (via partnership with a company in the sector) Discounts on medications (Droga Clara and Droga Raia) Transportation Voucher, with 6% salary deduction Free parking for those who use their own car Work schedule and working hours: * On-site, Monday to Friday, from 08:00 to 18:00 2601010046291261740