Junior Customer Service Analyst

Description

Job Summary: We are seeking a Junior Customer Service Analyst to provide omnichannel support, resolve customer inquiries and issues, and ensure customer satisfaction. Key Highlights: 1. Omnichannel support (email, WhatsApp, phone call, video call) 2. Bug investigation and reporting, deadline negotiation 3. Customer satisfaction guarantee and effective communication At Espresso, we are looking for a Junior Customer Service Analyst to deliver omnichannel support (email, WhatsApp, phone calls, and video calls) to our customers. You will resolve questions and issues regarding our products and services (SaaS, Digital Account, Integrations, BaaS, etc.). Responsibilities include investigating and reporting bugs, negotiating deadlines, ensuring customer satisfaction, maintaining effective communication, meeting SLAs, and promoting content from our Help Center. This role also involves conducting remote trainings, configuring customer accounts, logging and tracking requests, identifying opportunities for improvement, and contributing to the creation of knowledge base articles. We seek someone up-to-date with industry trends, who supports the team and achieves productivity and quality goals. **Responsibilities:** * Provide customer support via Freshdesk Omnichannel support channels. * Report your performance results to the Customer Service supervisor. * Deliver omnichannel support: email, WhatsApp, phone call, and video call. * Assist customers with inquiries about all Espresso products and services (SaaS, digital account, cards, integrations, etc.). * Address customer-reported platform and service bugs by investigating potential issues and aligning on resolution timelines. * Serve as the liaison between reported bugs and the Product team to drive solutions. * Negotiate request and solution timelines with the Product Development teams. * Adhere to defined SLA agreements for customer support. * Promote Help Center content to customers during support interactions. * Request referrals from satisfied customers. * Ensure excellent customer satisfaction levels. * Maintain strong written communication in written interactions such as email and chat. * Conduct remote refresher training sessions for customers upon request. * Configure new parameters in customer accounts. * Handle cases aiming to reverse cancellation requests from customers assigned to Silver and Bronze portfolios. * Categorize support interactions according to company-defined parameters. **Benefits** * Unimed Health Insurance and MetLife Dental Insurance * Gympass * Meal/Voucher Allowance * Mobility Allowance * Day Off * Pet Care Plan * Life Insurance Employment Type: Permanent CLT Benefits: * Medical assistance * Dental assistance * Life insurance * Food allowance * Meal allowance * Transportation allowance Screening Question(s): * What is your expected salary? Work Location: On-site