Customer Service Analyst

Responsibilities

• Create and formalize credit contracts ensuring compliance and agility
• Act with high performance and execution capacity to scale operations
• Meet agreed SLAs to ensure predictability and efficiency
• Establish relationships of trust and excellence with school partners
• Map feedback during service to propose process improvements
• Register all tickets to provide data for other company areas
• Anticipate school needs to resolve problems proactively

Requirements

• Clear and objective communication
• Organized, proactive profile with a sense of urgency
• Ability to execute processes under high demand
• Experience with customer service (CX/CS)
• Familiarity with service metrics such as SLA, CSAT, and TME
• Knowledge of Microsoft Office

Preferred Qualifications

• Experience with credit processes or contract formalization
• Experience with CRM tools like Zendesk or Pipefy
• Experience in financial or credit operations

Benefits

• Food and/or meal allowance
• Health and dental insurance
• Transportation voucher
• Extended maternity and paternity leave
• Daycare assistance
• Wellhub and Zenklub partnerships
• Education incentives
• Flight ticket discounts
• Pet health insurance partnership
• Access to Arco educational materials for children of employees
• Partnerships for MBA and Post-graduation