Customer Care Analyst

Description

**Position** Customer Care Analyst **Department** Customer Service / Customer Relationship Management **Position Objective** To manage customer relationships, ensuring service excellence, tracking customer requests, and providing support throughout the entire customer journey, with the aim of achieving customer satisfaction, loyalty, and efficient problem resolution. **Key Responsibilities** * Customer registration; * Preparing quotations; * Providing customer service via telephone, e\-mail, WhatsApp, digital platforms, and other communication channels; * Tracking requests, complaints, inquiries, and incidents, ensuring timely responses within established deadlines; * Recording and updating information in ERP, CRM, and customer service platforms; * Monitoring customer satisfaction and service quality indicators; * Collaborating with internal company departments to resolve issues; * Ensuring clear, courteous, and efficient communication with customers; * Supporting post\-sales processes and monitoring customer experience; * Identifying opportunities for improving service processes; * Preparing follow\-up and demand control reports; * Conducting follow\-up on requests until resolution; * Contributing to customer retention and loyalty; * Supporting training and guidance related to customer service; * Providing service and communication with international customers in English. **Requirements** **Education** * Completed or currently pursuing a bachelor’s degree in Business Administration, Commercial Management, Marketing, Management Processes, Communications, or related fields. **Technical Knowledge** * Experience in customer service and post\-sales support; * Familiarity with ERP and CRM systems; * Intermediate proficiency in Microsoft Office; * Strong verbal and written communication skills; * Fluent English for verbal and written communication; * Knowledge of customer service and satisfaction metrics is a plus. **Behavioral Competencies** * Organization; * Proactivity; * Empathy; * Strong communication skills; * Analytical ability; * Problem\-solving agility; * Teamwork; * Customer focus; * Emotional intelligence. **Performance Indicators (KPIs)** * Average response time; * Customer satisfaction level (NPS/CSAT); * First\-contact resolution rate; * SLA compliance; * Customer retention and loyalty; * Service quality. **Preferred Qualifications** * Experience with omnichannel service platforms; * Background in Customer Success or Customer Support; * Familiarity with automation tools and CRM systems; * Experience in consulting environments or service companies; * Experience serving international customers. ***NOTE \- Salary open to negotiation.*** Compensation: R$3\.000,00 \- R$3\.500,00 per month Benefits: * Meal allowance * Transportation allowance Work location: On\-site