Customer Experience Analyst

Description

Job Summary: A communications professional to provide customer service via digital channels, analyze CX data, and strategically collaborate with internal teams. Key Highlights: 1. Human-centered customer service via digital channels 2. Customer experience data analysis 3. Strategic collaboration with internal teams Description: * Bachelor's degree in Communications or currently pursuing it; * Proficiency in CRM and customer service tools (e.g., Zendesk, Intercom, HubSpot); * Familiarity with CX metrics and satisfaction indicators; * Ability to record, organize, and analyze customer service information; * Experience with digital channels; * Experience with data analysis; * Strategic business vision; * Strong written communication skills; * Proficiency in Microsoft Office and internet applications; * Ability to work autonomously, with organization and business acumen; * Collaborative profile with active listening and critical thinking; * CX or CS certifications are desirable. * Customer service via digital channels (WhatsApp, e\-mail, online chat, and social media), responding to inquiries, resolving issues, and providing clear, human-centered guidance; * Collect, organize, and interpret data from Reclame Aqui and other customer support platforms; * Monitor customer experience metrics (CSAT, NPS, FCR, and TMA); * Create and update dashboards and reports to track standard indicators, trends, and insights from customer complaints and interactions; * Identify opportunities for improvement in the customer journey and propose solutions jointly with the team; * Support the creation and maintenance of support content, such as FAQs, service scripts, and guidance materials; * Conduct preventive analyses to anticipate potential issues and improvement opportunities; * Collaborate with internal teams (sales, product, marketing, logistics) to understand business needs and convert them into strategic insights and analyses. 2510160202251802291