Customer Service Analyst

Responsibilities

• Establish a relationship of enchantment and trust with customers
• Ensure quality service within agreed SLAs
• Map feedback during customer interactions
• Monitor families and resolve issues proactively
• Perform negotiations to maintain customer payment compliance

Requirements

• Clear and objective communication
• Organized and proactive profile
• Ability to analyze data and identify gaps or opportunities
• Experience in customer service (CX/CS)
• Experience with metrics such as TEI and CSAT
• Experience with negotiations and debt recovery
• Proficiency in Microsoft Office
• Strong sense of ownership and urgency

Preferred Qualifications

• Experience with Zendesk

Benefits

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

About the Company

Arco is made of people who transform education and values diversity and inclusion as core strengths of its teams.