Customer Success and Customer Experience Assistant

Description

Job Summary: Support Customer Success and Customer Experience routines, ensuring excellence in customer service and monitoring the customer journey. Key Highlights: 1. Customer service across multiple digital channels 2. Cancellation prevention and strategic interventions 3. Proposing improvements to the customer journey **CUSTOMER SUCCESS (CS) AND CUSTOMER EXPERIENCE (CX) ASSISTANT** Support Customer Success (CS) and Customer Experience (CX) routines, ensuring excellence in customer service, monitoring of the customer journey, and support for retention, loyalty, and continuous experience improvement strategies. **RESPONSIBILITIES:** * Provide customer service via phone calls, WhatsApp, e\-mail, and other digital platforms; * Analyze interactions between staff and customers, verifying compliance with internal procedures, adherence to established quality standards, and accuracy of information provided; * Monitor the customer journey, ensuring prompt, effective, and company-guideline-aligned resolution; * Prevent cancellations by initiating proactive outreach and implementing strategic interventions; * Handle billing-related requests, duplicate bill issuance, and general guidance; * Actively manage and monitor the contact e\-mail account, ensuring timely responses; * Record, update, and track customer interactions in the CRM and internal systems; * Monitor satisfaction metrics (NPS, monitoring scores, external reviews, etc.); * Address complaints and formal submissions through channels such as Reclame Aqui, Procon, judicial proceedings, and the Ombudsman office; * Identify areas for improvement in the customer journey and propose corrective actions; * Support the development and execution of loyalty and delight campaigns; * Proactively contact customers to monitor experience and relationship health; * Facilitate communication between customers and internal departments (Operations and Sales); * Assist with internal testing of tool implementations and systemic improvements. **SALARY AND BENEFITS:** * Employment Type: CLT * Work Mode: On-site * Working Hours: Monday to Friday, 08:00 to 17:48 * Workplace Location: Belo Horizonte City Center * Salary: Fixed * Meal or Food Allowance \- Ifood! * Birthday Day Off * Life and Accident Insurance * TODOS Card (Available after 3 months) * Refuturiza Platform (Access to numerous online courses) Compensation: starting from R$2\.174,44 per month Benefits: * Life insurance * Meal allowance * Transportation allowance Workplace: On-site