Customer Success Analyst

Description

Job Summary: Customer Success Analyst responsible for ensuring the best possible customer experience, focusing on retention, loyalty, and reducing cancellations. Key Highlights: 1. Strategic focus on customer retention and loyalty. 2. Opportunity for professional and personal growth. 3. A values-driven environment focused on customer experience. **Job: Customer Success Analyst** We are a market leader in telecommunications and rank #1 in internet speed in Santa Luzia. We offer comprehensive solutions including 100% fiber-optic internet, landline telephony, and subscription TV—all centered on innovation, quality, and customer experience. Here, you’ll find a values-driven workplace that encourages both professional and personal development. If you enjoy customer interaction and are results-oriented, this opportunity is for you. **About the Role** We are seeking a Customer Success Analyst responsible for ensuring the best possible customer experience through strategic efforts in **retention, loyalty, and cancellation reduction**. **Work Schedule** Monday to Friday – 8:00 AM to 5:00 PM \- Saturday – 8:00 AM to 12:00 PM On-site **Key Responsibilities** * Directly manage customer retention and reduce churn (cancellations); * Proactively contact customers to understand their needs and prevent cancellations; * Develop loyalty and relationship-building strategies; * Monitor the customer journey to ensure satisfaction; * Identify opportunities to improve the customer experience; * Support issue resolution and coordinate cross-departmental requests; * Monitor key metrics such as churn rate, satisfaction, and engagement; * Log and track all customer interactions in the system; * Propose continuous improvements to customer service and retention processes. **Mandatory Requirements** * Completed high school education; * Experience in customer service or retention; * Strong verbal and written communication skills; * Analytical mindset with problem-solving focus; * Proactive and organized; * Basic proficiency in Microsoft Office suite. **Preferred Qualifications** * Currently pursuing or completed undergraduate degree in Business Administration, Marketing, or related fields; * Experience in Customer Success or customer retention; * Background in the telecommunications sector; * Experience with performance metrics (e.g., churn rate, NPS); * Negotiation skills and ability to overcome objections. **Benefits** * iFood Card * Performance bonus * Health insurance * Dental insurance * Gympass * Clube Certo * Transportation allowance * Meal/food allowance Employment Type: Full-time, CLT permanent contract Compensation: R$1\.700,00 \- R$2\.100,00 per month Benefits: * Medical assistance * Dental assistance * Food allowance * Meal allowance * Transportation allowance Work Location: On-site