Customer Service Analyst [Customer Experience - CX]

Description

Job Summary: We are looking for a Customer Service Analyst passionate about helping people and creating positive, memorable interactions to join our CX team. Key Highlights: 1. Handle and resolve customer inquiries and requests through various channels. 2. Ensure a positive and personalized experience in every interaction. 3. Collaborate to enhance the customer experience. Hello and welcome to **CredAluga**! We are continuously expanding and, as such, seek talents who want to make history and propel our brand toward success. If you are passionate about customer service and ready to embrace exciting challenges, this is your opportunity. We are seeking a **Customer Service Analyst** to join our **CX** team, focused on delivering an exceptional experience to our customers. This role is ideal for someone passionate about helping people and who understands the importance of creating positive and memorable interactions. Join us and be part of an incredible journey! **Responsibilities**: * Handle and resolve customer inquiries, issues, and requests via channels such as phone, e\-mail, and chat. * Ensure every interaction becomes an opportunity to create a positive and personalized customer experience. * Identify and escalate more complex issues to appropriate teams when necessary. * Maintain accurate records of customer interactions in our system. * Participate in ongoing training to deepen knowledge of company products/services and customer service techniques. * Collaborate with other team members to identify opportunities for improving the customer experience. **Education:** * Completed or ongoing undergraduate degree in Business Administration, Marketing, Social Communication, or related fields. **Experience:** * Minimum 2 years of experience in customer service or support, or similar roles. * Experience handling high-volume customer interactions via phone, e\-mail, and chat. **Technical Skills:** * Practical knowledge of customer service tools (e.g., Zendesk, Blip, Salesforce, etc.) * Familiarity with monitoring and analyzing customer service performance metrics (KPIs), such as: Customer Satisfaction (CSAT/NPS), SLA, Average Handling Time (AHT), First Contact Resolution (FCR), etc. * Proficiency in basic Microsoft Office / Google Workspace. * Familiarity with documentation and creation of FAQs or knowledge bases. **Preferred Qualifications:** * Experience in creating and optimizing customer service processes. * Prior experience in the real estate sector, preferably in customer service or support operations. * Experience working in technology companies or startups operating in the real estate market. * Basic understanding of CX (Customer Experience) or CS (Customer Success). **Additional Information** * Availability to work onsite in Belo Horizonte for 44 hours per week, including 4 hours on Saturdays (home office). **Behavioral Competencies:** * Proactivity and ability to solve problems efficiently and effectively. * High empathy and capacity to understand customers’ needs and concerns. * Excellent written and verbal communication skills. * Organized, communicative, and results-oriented profile. * Ability to thrive in a dynamic environment and manage multiple tasks simultaneously. **Want to know what awaits you at CredAluga? Take a look:** * **Meal/food allowance**: credited to a Caju card for complete flexibility! Use it however you like: meals, groceries, health, education, home office allowance, or even that ride home at the end of the day — you decide! * **Wellhub**: Sweat it out wherever and whenever you want — gym, yoga, or even that dance class; what matters is taking care of your body and mind. * **Health and dental insurance**: Sulamerica Especial Nacional plan — full coverage with no monthly fee and private room accommodation. Your well-being is our priority! * **Conexa Saúde**: Two psychological consultations and two nutritionist consultations per month, free of charge. * **Life insurance**: We want you to have guaranteed support in any situation. * **Hybrid work model**: Four days together in the office and one day working remotely to strike the right balance — our beloved 4x1 model! * **6-month maternity leave and 30-day paternity leave**: Because we know these family moments are unique and deserve full attention. * **$100.00 birthday voucher**: Our gift to help you celebrate your way. Your day, your rules! * **Partnership with Drogaria Araújo**: Exclusive discounts on medications and MIÓ brand products, plus the convenience of payroll-deducted purchases. * **Dynamic environment, packed with growth opportunities**: Here, you learn quickly, grow through hands-on experience, take on real challenges, and become part of an intense, strategic, and transformative journey. **Interested? Join CredAluga and be part of this incredible journey with us!**