Customer Service Analyst

Description

Job Summary: Provide customer service by receiving and handling complaints, tracking shipments, and verifying customs clearance status, ensuring efficiency and customer satisfaction. Key Highlights: 1. Customer service in logistics and international trade 2. Focus on customer satisfaction and problem resolution 3. Opportunity for professional development in logistics and international trade \* Position Objective: Serve as the primary point of contact for customers, handling complaints, tracking shipments, and verifying customs clearance status—ensuring responsiveness, clarity of information, and customer satisfaction. \* Key Responsibilities: Receive, record, and resolve customer complaints, ensuring timely responses within established deadlines. Handle inquiries related to shipments/express cargo (status, delivery timelines, incidents, redeliveries). Monitor and verify customs clearance processes, coordinating with internal departments and partners. Proactively and clearly update customers on operational progress. Log all interactions in the system and maintain an updated activity history. Resolve operational issues by identifying quick and effective solutions. Escalate critical incidents to responsible departments. Contribute to continuous improvement of customer service processes. \* Technical Requirements: Completed high school education (a bachelor’s degree in Logistics, International Trade, Business Administration, or related fields is preferred). Prior experience in customer service, preferably in logistics, transportation, courier services, or international trade. Basic knowledge of logistics and express cargo processes. Familiarity with customs clearance procedures and import/export documentation (a plus). Proficiency in basic Microsoft Office applications (especially Excel and email). Behavioral Competencies: Clear, empathetic, and professional communication. Organizational skills and attention to detail. Ability to handle dissatisfied customers and high-pressure situations. Proactiveness and sense of urgency. Ability to manage multiple simultaneous tasks. Solution-oriented mindset and customer focus. \* Desired Profile: A resilient professional with ethical conduct and a strong sense of responsibility. Able to collaborate effectively in teams and interact across departments. Interest in learning and growing within logistics and international trade. Analytical mindset for monitoring processes and deadlines. Employment Type: Full-time CLT Salary: Starting from R$1\.903,07 per month Benefits: * Medical insurance * Dental insurance * Fuel allowance * Meal allowance * Food voucher * Transportation voucher