Customer Experience (CX) Analyst

Description

Job Summary: You will be responsible for ensuring an exceptional experience for our customers, primarily in the post-sales phase, by resolving issues and bridging internal departments. Key Highlights: 1. Focus on post-sales support and issue resolution, ensuring agility and quality. 2. Collaboration with various internal departments to resolve customer cases. 3. Opportunity to propose improvements and leverage AI to enhance productivity. ### **About the Role** You will be responsible for ensuring an exceptional experience for our customers, primarily in the post\-sales phase, directly handling problem resolution and critical situations. We seek a self-motivated, organized, and agile individual capable of managing customer interactions end-to-end, connecting internal departments, and proposing practical improvements to increase operational efficiency. This position is strategic for strengthening customer relationships and elevating the quality of our service. ### **Responsibilities** * Support customers throughout their journey, with emphasis on post\-sales and issue resolution * Take full ownership of issues until complete resolution, ensuring agility and quality * Collaborate with internal departments (workshop, retrieval, finance, sales) to resolve customer cases * Mediate agreements with customers to achieve balanced and sustainable solutions * Manage requests from critical channels (Reclame Aqui, Procon, JEC, social media, etc.) * Ensure response quality, adherence to deadlines, and alignment with the company's image * Support legal team coordination when required * Organize and log customer interactions in the system * Create and maintain response standards, workflows, and knowledge base * Monitor SLAs and customer service metrics * Collaborate with operational teams to resolve issues * Bring the customer perspective into operations in a practical and actionable way * Analyze issue recurrence and propose improvements * Suggest and implement efficiency gains (templates, automations, organization) * Use tools (including AI) to increase response productivity and quality ### **Requirements** * Bachelor’s degree completed or in progress in Administration, Marketing, Commercial Management, Psychology, or related fields * Experience in Customer Experience, Customer Success, or similar areas * Strong written and verbal communication skills * Organizational skills and ability to handle multiple simultaneous interactions * Intermediate proficiency in Excel or Google Sheets * Experience with CRM or customer service systems * Analytical ability to identify patterns and structure information ### **You’ll Stand Out If You Have** * Experience with critical channels (Reclame Aqui, Procon, legal) * Knowledge of consumer protection laws and compliance * Familiarity with automation and AI usage in customer service * Experience in operational and high-demand environments * Proactive profile with a sense of urgency and solution orientation