Customer Service Analyst

Description

Job Summary: In this Customer Service Analyst role, you will ensure excellence in customer service and experience by identifying issues, proposing improvements, and optimizing internal processes. Key Highlights: 1. Analytical approach to identifying issues and proposing improvements. 2. Support and guidance to Field Technicians and the driver base. 3. Collaboration with internal departments to continuously improve services. In this **Customer Service Analyst** position, you will be responsible for ensuring excellence in customer service and experience regarding contracted systems, applying analytical methods to identify issues, propose improvements, and ensure compliance with agreed SLAs. Additionally, you will actively support Field Technicians and optimize internal processes. **To help you understand the scope of this role, here are some key responsibilities:** \- Provide consultative support to client companies, analyzing requests related to system usage and proposing effective solutions; \- Monitor, analyze, and resolve system-generated alerts, ensuring SLA compliance and identifying patterns or recurrences; \- Conduct root cause analysis (RCA) for incidents and propose corrective and preventive actions; \- Support and guide the driver base, resolving complex queries and improving user experience; \- Collaborate with internal departments (technical support, product, operations) to resolve issues and continuously improve services; \- Support and guide Field Technicians on operational and administrative requests, ensuring process efficiency; \- Suggest improvements to processes, service workflows, and system usage based on data and performance indicators; \- Track performance metrics (KPIs), contributing to the team’s performance improvement. **Requirements for this opportunity:** \- Completed or ongoing undergraduate degree (preferably in Administration, IT, Engineering, Logistics, or related fields); \- Intermediate proficiency in Microsoft Office Suite, especially Excel (data analysis, pivot tables, etc.); \- Strong analytical and problem-solving skills; \- Excellent communication and interpersonal skills. **Preferred qualifications:** \- Prior experience in analytical or technical customer service; \- Experience with tracking systems, telematics, or logistics; \- Knowledge of data analysis and performance indicators; \- Valid Brazilian driver's license (Category B). Compensation: starting at R$1,00 per month Benefits: * Medical insurance * Dental insurance * Meal allowance * Food voucher * Transportation allowance Selection question(s): * What is your expected salary for this position? Experience: * Consultative customer service (Preferred) * Data analysis and Excel (Preferred) * RCA and incident analysis (Preferred) Work location: On-site