Customer Service Analyst (CX-Focused)

Description

Job Summary: We are seeking a dynamic and proactive professional for strategic customer service, focused on efficient and humanized solutions, valuing autonomy and teamwork. Key Highlights: 1. Strategic approach to customer service 2. Autonomy and proactivity in a startup environment 3. Crisis management and problem resolution **About the Position:** If you are dynamic, possess excellent verbal and written communication skills, enjoy solving problems, and know how to handle challenges, this opportunity is for you! We seek a professional with a strategic approach to customer service, ensuring efficient and humanized solutions. As a startup, we value autonomy and proactivity; therefore, initiative and strong teamwork skills are essential. **Responsibilities:** Respond to and interact with customers via WhatsApp, email, phone, and social media, ensuring agile and high-quality service. Manage complaints on platforms such as Reclame Aqui, seeking efficient and strategic solutions. Apply persuasion techniques and problem-solving methodologies to deliver the best possible customer experience. Manage CRM systems and monitor interactions across multiple tools. Monitor and analyze customer service data, proposing process improvements to optimize operations and enhance customer experience. Independently resolve requests while maintaining alignment with the team and other company departments. Identify complaint patterns and contribute to continuous improvement of customer service. **Requirements:** Previous experience in customer service, customer support (SAC), or related areas. Excellent verbal and written communication skills. Skills in crisis management and strategic customer service. Familiarity with CRM systems and monitoring across multiple tools. Analytical ability and proactivity to solve problems and propose improvements. Autonomy to manage tasks without losing alignment with the team. **Preferred Qualifications:** Experience with Reclame Aqui and social media customer service. Basic to intermediate knowledge of Customer Experience (CX) and customer journey mapping. Experience in startups, SaaS companies, or B2B product environments. ### **Employment Type:** CLT ### **Required Knowledge and Skills:** Customer Service, Excel, Customer Negotiation, Operating Systems, Critical Analysis, Time Management, Google Tools, Customer Experience, CRM, Process Workflows ### **Benefits:** Health Insurance, Dental Insurance, Life Insurance, Meal Allowance, Transportation Allowance, Wellhub (formerly Gympass) ### **Department:** Operations