Customer Service Analyst - Remote

Overview

The Customer Service Analyst plays a vital role in ensuring customer satisfaction and continuous improvement of services by handling various inquiries and complaints with empathy and professionalism.

In Short

• Handle calls and other communication channels like email and web forms.
• Document interactions in CRM-Salesforce.
• Analyze and escalate complex cases to relevant teams.
• Ensure customer satisfaction by following up on issue resolutions.
• Record customer journeys for process improvement.
• Work in a remote environment with flexible hours.
• Be part of a motivated and productive team.
• Engage in continuous learning and feedback.
• Enjoy various employee benefits including health plans.
• Participate in a culture that values autonomy and teamwork.

Requirements

• Excellent verbal and written communication skills.
• Active listening skills to understand customer needs.
• Empathy and emotional intelligence for handling conflicts.
• Ability to analyze information and identify root causes.
• Creative problem-solving skills.
• Ability to make assertive decisions independently.
• Capacity to manage high call volumes.
• Task prioritization and deadline management skills.
• Experience in documenting customer interactions.

Benefits

• Health and dental insurance.
• Access to a digital health service.
• Meal and/or food allowance.
• Gympass membership.
• Childcare assistance for children up to 5 years old.
• Life insurance.
• Transportation allowance (for onsite positions).
• Partnership with SESC for leisure activities.
• Fixed salary plus performance bonus.
• Access to educational resources for self-development.