Customer Experience Analyst I
New
R
RecargaPayFintech
BrazilFull-TimeEntry
Salary not disclosed
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Job Details
- Languages
- Portuguese
- Required Skills
- Data AnalysisZendeskCRM
Requirements
- Solid experience in relationship management in critical channels.
- Mandatory previous experience acting on ReclameAQUI.
- Clear, empathetic, and contextualized written communication skills.
- Higher education degree (completed or in progress).
- Logical-analytical reasoning applied to case triage and prioritization.
- Openness to working with AI and automation support tools.
- Familiarity with service and ticket management tools such as HugMe, Zendesk, or MOL.
- Result-oriented with experience tracking performance indicators.
- Ability to manage complex interactions with dissatisfied customers.
- Experience in fintech, payment institutions, or digital banking is preferred.
Responsibilities
- Monitor and respond daily to manifestations in special channels, ensuring SLA compliance and institutional tone.
- Register and categorize manifestations by type, cause, and product to support trend analysis.
- Perform active contact with customers via phone when necessary to accelerate resolution.
- Escalate complex or sensitive cases to CX N2 or product squads.
- Track the resolution status of escalated cases and ensure timely customer follow-up.
- Propose improvements to processes, flows, or texts based on identified recurring patterns.
- Maintain operational indicators within leadership-established goals to protect brand reputation.
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