Senior Customer Relationship Analyst

Description

Job Summary: The Senior Customer Relationship Analyst ensures an excellent customer journey, serving as a technical and strategic reference in handling complex interactions, analyzing performance metrics, and proposing continuous improvements. Key Highlights: 1. Ensure excellence in the customer experience from initial contact through post-delivery. 2. Strategic engagement in relationship management, analysis, and continuous improvement. 3. Focus on ethics, responsibility, and appreciation of people. Founded 17 years ago, **RIBEIRA** is the real estate assets company of JSP \- Júlio Simões Participações. Throughout our journey, we have developed projects offering quality, comfort, and well-being. Thus, we generate sustainable value for society as a whole—and especially for the regions and cities where we operate—totaling over 5 million square meters, including properties, land, and real estate developments. Customer care and respect constitute the developer’s core principle, establishing relationships built on trust, always guided by ethics, responsibility, and appreciation of people. As evidence of the strength of our business and the value we place on our customers, we share the culture and values of JSP, the Simões family holding company and owner of RIBEIRA and other renowned Brazilian companies. All selection processes conducted by **RIBEIRA** are affirmative, inclusive, and non-discriminatory. **Responsibilities and Duties** Ensure an excellent customer journey throughout the entire experience with the developer—from property acquisition through post-delivery. The Senior Customer Relationship Analyst serves as a technical and strategic reference in customer relations, managing complex interactions, analyzing satisfaction metrics, and proposing continuous improvements to service, communication, and customer retention processes. **Main Responsibilities:** * In-person, telephone, and email customer support. * Clarifying questions during construction status events, shareholder meetings, and product recalls. * Monitoring social media platforms (Reclame Aqui, Facebook, Twitter) to resolve issues. * Supporting various departments regarding the development of call center consultants, response quality, and proper use of related systems. * Identifying flaws in customer service procedures and facilitating prompt resolution by liaising with internal stakeholders (internal customers), aiming to minimize impact on end consumers. * Drafting announcements on predefined or ad-hoc topics requested by internal customers, anticipating potential buyer inquiries. * Collaborating with the marketing team to approve promotional materials and content for products and services directed at customers. * Acting as backup coverage for overflow calls at the call center, breaks, justified absences, lunch periods, and vacations. **Requirements and Qualifications** * Completed high school education (college enrollment in Administration, Communications, Marketing, Commercial Management, or related fields is desirable); * Proficiency in Microsoft Office and CRM systems; * Prior experience in customer service, preferably within the real estate sector—including construction firms, developers, or service-providing companies; * Strong analytical, argumentative, and communication skills. **Additional Information** **Work Location: Itaim Bibi \- SP** **Work Model: 100% On-site** **Working Hours: Monday to Friday, 08:00–17:48\.** **Benefits** **Employment Type: Permanent \- CLT** **Salary: To be determined (we are aligning with your salary expectations)** **Benefits:** * Medical and Dental Insurance * Meal Allowance: BRL 31.00 per day * Transportation Allowance * Totalpass * Discount Club * Onboard Baby Kit * Support for purchasing school supplies for children \- Emotional Support \- 24-hour Central * Corporate University Founded 17 years ago, RIBEIRA is the real estate assets company of JSP \- Júlio Simões Participações. Throughout our journey, we have developed projects offering quality, comfort, and well-being. Thus, we generate sustainable value for society as a whole—and especially for the regions and cities where we operate—totaling over 5 million square meters, including properties, land, and real estate developments. Customer care and respect constitute the developer’s core principle, establishing relationships built on trust, always guided by ethics, responsibility, and appreciation of people. As evidence of the strength of our business and the value we place on our customers, we share the culture and values of JSP, the Simões family holding company and owner of RIBEIRA and other renowned Brazilian companies.