Customer Experience Analyst II

Maersk; São Paulo; Presencial; BRL 40 000 - 60 000; Tempo integral

Resumo da oferta

Join Maersk as a Customer Service Analyst II in São Paulo, focusing on managing medium- to high-complexity customer cases within our Customer Experience team. This role requires a customer-focused professional experienced in international trade and logistics, dedicated to delivering outstanding solutions and enhancing the customer experience.

The ideal candidate will have a Bachelor's degree and 2–4 years of relevant experience. Responsibilities include ensuring prompt resolution of requests, driving digital tool adoption, and contributing to performance metrics.

Qualificações

• 2-4 years of experience in customer service, logistics, or international trade.
• General knowledge of international trade and logistics processes.
• Strong communication skills and a results-driven mindset.

Responsabilidades

• Manage medium- and high-complexity customer service cases.
• Provide timely and effective customer communication.
• Collaborate with Sales and Customer Service teams.

Conhecimentos

Customer-oriented mindset

Strong teamwork skills

Advanced English proficiency

Analytical skills

Problem-solving skills

Formação académica

Bachelor's degree in Business Administration or related field

Ferramentas

Microsoft Office

Descrição da oferta de emprego

Customer Service Analyst II

Location: São Paulo, Brazil

Work Mode: On-site

Maersk

At Maersk, we are looking for a Customer Service Analyst II to join our Customer Experience team in São Paulo. We are seeking a customer-focused professional with experience in international trade and logistics who can manage medium- to high-complexity customer cases while delivering timely solutions and an outstanding customer experience.

What You'll Do

As a Customer Service Analyst II, you will be responsible for managing customer requests of varying complexity, ensuring prompt resolution while contributing to key performance indicators, particularly Turn Time. You will work closely with internal stakeholders and commercial teams to provide a seamless customer experience.

Key Responsibilities

• Manage medium- and high-complexity customer service cases.
• Support customers by providing timely, professional, and effective communication.
• Drive the adoption of digital tools to simplify and improve the customer experience.
• Build strong relationships with internal stakeholders across the organization.
• Collaborate closely with Customer Service and Sales teams to deliver customer-focused solutions.
• Support compliance with the Authorized Economic Operator (AEO) program requirements.
• Contribute to continuous improvement initiatives that enhance customer satisfaction and operational performance.

Requirements

• Bachelor's degree in Business Administration, Economics, Logistics, International Business, Foreign Trade, or a related field.
• 2–4 years of experience in customer service, logistics, freight forwarding, or international trade.
• General knowledge of international trade and logistics processes.
• Advanced English proficiency.
• Advanced Microsoft Office skills.
• Strong communication, analytical, and problem-solving skills.

What We’re Looking For

• Customer-oriented mindset with a passion for delivering exceptional service.
• Strong teamwork and collaboration skills.
• Results-driven with a high sense of ownership and accountability.
• Quick learner with the ability to adapt to a dynamic environment.
• Excellent organizational and problem-solving abilities.

Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, pregnancy, gender identity or any other characteristic protected by applicable law.

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