CUSTOMER EXPERIENCE ANALYST

Description

Job Summary: A professional responsible for analyzing and resolving customer complaints to enhance processes and customer experience, participating in strategic meetings and leading certifications. Key Highlights: 1. Analyze and resolve customer complaints autonomously and critically 2. Identify opportunities to improve processes and customer experience 3. Contribute to training and guidance based on identified issues A financial services company is seeking a Customer Experience Analyst in São José dos Pinhais. **Responsibilities:** Analyze and resolve customer complaints autonomously and critically. Conduct in-depth case investigations, considering regulations, internal policies, data, and historical records. Determine the validity of complaints and define appropriate follow-up actions. Engage and monitor responsible departments to ensure rapid and effective resolutions. Prepare reports with analyses, trends, and improvement suggestions. Identify opportunities to improve processes and customer experience. Participate in strategic meetings, providing insights and recommendations. Support and lead sales promoter certifications. Contribute to training and guidance based on major identified issues. 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: BRL 7,500.00 * Cost-of-Living Allowance * Meal Voucher * Food Allowance * Medical Insurance * Dental Insurance * Daycare Assistance **Additional Information:** * Employment Type: Hybrid — Hybrid work model. * Candidates from Pinhais, Curitiba, Piraquara, or Fazenda Rio Grande are also eligible for this position. * Duration: Full-time * Working Hours: To be determined.