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Customer Experience Analyst - New Ventures

Posted 28 days agoViewed

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💎 Seniority level: Entry, Previous experience as an agent.

📍 Location: Brazil

🔍 Industry: Corporate wellness

🏢 Company: Wellhub

🗣️ Languages: English

⏳ Experience: Previous experience as an agent.

🪄 Skills: Communication SkillsCollaborationCustomer serviceMicrosoft OfficeAttention to detailWritten communication

Requirements:
  • Excellent oral and written communication skills.
  • Ability to build empathy easily and maintain a sense of urgency.
  • Comfort with web technologies, CRM systems, and customer service software.
  • Organizational and responsible nature.
  • Familiarity with Microsoft Office and Google Apps is a plus.
  • English skills are a plus.
Responsibilities:
  • Provide multi-channel support via phone, email, chat, and other operational channels.
  • Deliver prompt technical and non-technical support aiming for first contact resolution.
  • Understand and address partner and customer issues effectively.
  • Utilize the appropriate playbook for each situation with necessary adaptations.
  • Ensure data accuracy in Zendesk and update relevant reports.
  • Escalate critical cases or service level agreement (SLA) breaches.
  • Focus on team productivity and quality metrics.
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