Senior Customer Service Analyst

Description

Job Summary: We are seeking a Senior Customer Service Analyst for B2B support with a strong technical foundation, focused on continuous improvement and reducing dependency on operational support. Key Highlights: 1. Effective and professional B2B customer service and support 2. Critical analysis and proposal of solutions and improvements 3. Clear and objective technical communication with customers Take a step forward and let Edenred surprise you. Every day, we deliver innovative solutions to improve the life of millions of people, connecting employees, companies, and merchants all around the world. We know there are hundred ways for you to grow. With us, you will expand your skills in a multicultural, challenging, and dynamic environment. **Dare to join Edenred and get ready to thrive in a global company that will offer you endless opportunities.** Edenred is all about meritocracy. You come as you are, and you contribute. Indeed, the Edenred Group recognizes, recruits and develops all talents and singularities. We are committed to preventing all forms of discrimination and to providing all our candidates with equal opportunities regardless of their gender and gender expression, disability, origin, religious belief and sexual orientation or any other criteria. **Job Description:** We are looking for a professional to join our team as a **Senior Customer Service Analyst**, focusing on B2B customer service, but who also possesses a strong technical background to drive continuous improvement and reduce reliance on operational support. **Responsibilities:** * Provide B2B customer service and support, understanding client needs and resolving requests effectively and professionally. * Use customer service management tools such as JIRA and Zendesk to log and track requests. * Conduct critical analysis of issues raised by customers and propose solutions and improvements. * Maintain clear and objective technical communication, with the ability to translate complex issues into accessible terms for customers. * Assist in data analysis using Excel (intermediate to advanced level). * Support database analysis to identify patterns and insights that can optimize customer service and internal processes. Collaborate with other teams, especially technical teams, to seek efficient solutions. * **Requirements:** * Prior experience in customer service, with strong communication and demand management skills (B2B). * Excel \- intermediate/advanced. * Experience using tools such as **JIRA** and **Zendesk**. * Ability to engage in technical communication and maintain good relationships with customers. * Analytical and critical mindset, with strong problem-solving skills. Completed or ongoing undergraduate degree. * **Preferred Qualifications:** * Knowledge of **Business Intelligence (BI)** and data analysis. * Education or courses in technology-related fields. **Apply now and Vibe with Us!**