JUNIOR CUSTOMER RELATIONSHIP ANALYST

Description

Job Summary: Manage customer relationships, accreditations, and sales volume, ensuring the best possible experience and prospecting new opportunities. Key Highlights: 1. Focus on customer experience and relationship management 2. Develop strategies to monetize customer service 3. Monitor social media and performance indicators **Hello, we are Cruzeiro do Sul Educacional!** We believe in the power of transforming lives through quality education and excellence! Here, we seek to connect diverse individuals so they can build a better world through education — with hard work, respect, and dedication — delivering the best experience and supporting the learning journey of over 500,000 students. Cruzeiro do Sul Educacional S/A is one of the largest and most representative educational groups in the country, featuring academically relevant teaching institutions and well-recognized brands across their respective regions — from basic education schools to higher education institutions. Faculty members and professionals from various areas work in sync to ensure this daily construction. We are always looking for new people to collaborate toward this goal — whether professionals seeking their first opportunity in the job market or highly experienced professionals. Do you identify with and believe in this purpose, and would you like to work with one of our brands? Join our team! We welcome you with open arms. To apply for one of our positions, please ensure all your information is up to date and complete. Feel free to register for all available positions that interest you — we only recommend completing one application process before starting another. **Responsibilities and Duties** **JOB MISSION:** Maintain relationships with customers, accreditations, and sales volume, aiming to meet their needs; monitor and support users/customers accessing digital media; ensure the best possible experience and top ratings on social networks; provide clarifications and resolve issues — or initiate actions to solve problems; develop ethical and creative relationships; monitor and guide product usage by customers or users; prospect new customers for the product or present and offer new products for sale; identify potential deviations; conduct technical and administrative studies and analyses; evaluate different options; and make recommendations and/or proposals for medium-complexity solutions. **MAIN DUTIES / RESPONSIBILITIES:** Support product implementations at client companies, assisting the commercial area in promotion and necessary actions. Develop strategies aimed at monetizing customer service — including advance payments, accreditations, card-based purchases, credit provision, advances, etc. — and manage the profitability funnel. Manage digital customer service through social media, Reclame Aqui, etc., striving to guarantee a unique customer experience by tracking their journey, monitoring social media, and aiming for optimal experience and top social media ratings. Monitor key performance indicators (e.g., abandonment rate, repeat calls, turnover, occupancy rate, and digitalization), feed back the company with customers’ most common questions, and develop action plans focused on improving customer experience and reducing call volume. Identify and prospect new business opportunities for product and/or service sales — among both existing and new customers — based on demand assessments and market trends, outreach to channels and customers, etc., considering required changes to products, services, and/or features. Remain alert to risk signals or conflicts arising with customers throughout contract management, promptly reporting occurrences to the immediate supervisor. Coordinate with customers the schedule and type of actions required for implementations, accreditations, modifications, payments, and other matters. Prepare final reports for each action, providing involved departments (Commercial / Relationship) with full details of what was accomplished. Provide customer service to medium-sized and occasionally large-scale clients — by volume and value — via website, email, or phone, analyzing their requests, complaints, orders, or any other inquiries, and delivering solutions aimed at customer satisfaction. Fully support new customers and guide them regarding registration, financial, and billing procedures. Respond to customer complaints via the Customer Service Center, ensuring high-quality, satisfying service delivery within the scope of responsibility, possibly under guidance. Contribute to analyses and improvement projects related to the department’s activities, seeking ways to rationalize time, optimize processes, and improve quality. Comply with internal regulations, health, hygiene, and occupational safety procedures inherent to the department, as well as compliance requirements and applicable corporate regulations. Perform other duties inherent to the position or assigned at the discretion of the immediate supervisor — provided the employee is qualified and such duties align with their knowledge and experience — continuously staying updated and proactively proposing improvements or innovations. **Requirements and Qualifications** **Additional Information** Are you ready to contribute to our purpose of quality and excellence in education? Join our team! Founded in 1971, we hold an MEC rating of 5, based on in-person reaccreditation and EAD accreditation evaluations — the only private institution in the state to achieve this distinction, solidifying our position among the nation’s top institutions. We are recognized for our contribution to education development in Brazil and Paraíba, supported by a strong triad of teaching, research, and community extension. We connect students, faculty, staff, methodologies, communities, and the labor market to deliver the best possible undergraduate experience — guiding and advising university students throughout their academic journey and thereby transforming lives and realities through education. We are part of Cruzeiro do Sul Educacional S/A, one of the largest and most representative educational groups in the country, bringing together academically relevant higher education institutions and well-established brands in their respective markets. Learn more about Cruzeiro do Sul Educacional’s and other group brands’ career portal: https://cruzeirodosuleducacional.gupy.io