Customer Service Analyst

Responsibilities

• Handle and follow up on cases escalated by Level 1 (N1), performing complete analysis and ensuring resolution
• Manage client expectations in challenging situations while maintaining high quality and empathy
• Act as a focal point for clients throughout their journey to ensure clear communication
• Provide multichannel support via email, chat, and WhatsApp
• Work integrated with N1 and N2 support levels
• Organize, monitor, and update the case backlog to ensure visibility for stakeholders
• Monitor and support key performance indicators (KPIs) related to service, satisfaction, and SLA
• Contribute to continuous process improvement by identifying bottlenecks and efficiency opportunities

Requirements

• Previous experience with CRM tools such as Salesforce or Zendesk
• Experience with multichannel customer service and performance indicators (TRT, TPR, CSAT, etc.)
• Knowledge of productivity indicators and backlog management
• Strong teamwork skills and a drive for continuous learning

Benefits

• Meal and/or food vouchers (Flash)
• SulAmerica health and dental insurance
• Extended maternity and paternity leave
• Daycare assistance
• Health partnerships with Wellhub and Zenklub
• Education incentives and partnerships for MBA and Post-Graduation
• Discounts on airline tickets
• Pet health insurance partnership
• Access to Arco educational materials for employees' children