Junior Customer Experience Analyst (Leads Focus)

Description

Job Summary: We are seeking a professional to act as the voice of the customer, delivering effective, humanized, and delightful service through digital channels, with a focus on smartphones and automobiles. Key Highlights: 1. Multichannel and humanized customer service 2. Focus on delighting and surprising customers 3. Development of relationship strategies ### **About the Position:** #### **What We Expect from You?** * Be the voice of the customer across Pier's service channels, focusing on lead handling, delivering effective, humanized, and delightful service. #### **Responsibilities:** * Provide support via digital channels focused on smartphone and automobile products, including voice, chat, e\-mail, and WhatsApp; * Simultaneously manage up to 10 chat conversations, delivering efficient and personalized support to each customer; * Develop and execute relationship strategies aimed at delighting and surprising members; * Overcome objections empathetically and solution-focused, adapting tone and approach according to customer profile and history; * Consistently meet departmental KPIs and targets; * Support team projects; * Contribute to achieving the service CSAT score; * Contribute to process improvements; * Clarify contract-related questions with a focus on conversion; #### **Prerequisites:** * Minimum 1 year of prior experience in Conversion, Customer Experience (CX), or Customer Success (CS) roles, with emphasis on upselling; * Experience in multichannel customer service (chat, e\-mail, voice, and WhatsApp); * Excellent oral and written communication skills; * Familiarity with CRM tools such as Zendesk, Pipefy, and/or Pipedrive; * Ability to consistently meet targets and quality metrics; * Relationship management capability; * Negotiation and influence skills focused on problem-solving. **Desirable Qualifications:** * Knowledge of insurance; * Prior experience in commercial areas; * Experience in digital environments (startups, insurtechs, fintechs); ### **Pier Compensation and Benefits** * Health and dental insurance; * Flexible benefit (Caju); * Pier Smartphone Insurance Premium Plan (if covered); * Total Pass; * Extended maternity/paternity leave; * Childcare allowance; * Petin: an app that helps you care for your pet; * Access to the Starbem platform: 5 consultations/month (2 therapy sessions, 1 nutrition session, and 2 sessions in other specialties), fully covered by Pier.