CUSTOMER EXPERIENCE ANALYST

Description

Job Summary: A professional responsible for analyzing and resolving customer complaints autonomously, investigating cases, determining appropriate actions, engaging relevant departments, and preparing reports to improve processes and customer experience. Key Highlights: 1. Analyze and resolve customer complaints autonomously and critically 2. Identify opportunities to improve processes and customer experience 3. Ensure compliance with financial industry regulations and support audits A financial services company is seeking a Customer Experience Analyst in Piraquara. **Responsibilities:** Analyze and resolve customer complaints autonomously and critically. Conduct in-depth case investigations, considering rules, internal policies, data, and historical records. Determine the validity of complaints and define appropriate follow-up actions. Engage and monitor responsible departments to ensure timely and effective solutions. Prepare reports containing analyses, trends, and improvement suggestions. Identify opportunities to enhance processes and customer experience. Participate in strategic meetings, providing insights and recommendations. Support and lead the certification of sales promoters. Contribute to training and guidance initiatives based on key issues identified. Ensure compliance with financial industry regulations and support audits and internal controls. Previous roles such as Customer Service Specialist, Customer Support Analyst, User Experience Consultant, or Customer Satisfaction Coordinator may indicate alignment with some responsibilities of this position. Bachelor's degree required. Relevant experience required. **Compensation and Benefits:** * Salary: 7\.500,00 * Cost-of-Living Allowance * Meal Voucher * Food Allowance * Medical Assistance * Dental Assistance * Childcare Assistance **Additional Information:** * Employment Type: Hybrid — Hybrid work model. * Candidates from Quatro Barras, Pinhais, Campina Grande do Sul, or São José dos Pinhais are also eligible for this position. * Duration: Full-time * Working Hours: To be determined.