Customer Success Analyst – Retention & Collections

Jobtailor; Campinas; Presencial; BRL 39 000 - 73 000; Tempo integral

Resumo da oferta

Jobtailor in Campinas, Brazil is seeking a Customer Success / Collections Specialist to manage payments requests, lead repurchase negotiations, monitor the negative credit registry, and support outbound and inbound customer communication across channels.

You will analyze churn metrics, coordinate with teams on recovery goals, and actively participate in support shifts while maintaining empathy, resilience, and an organized approach to achieve retention targets.

Qualificações

• High school diploma required.
• Previous experience in customer service, retention, or negotiation/collections.
• Clear, empathetic and assertive communication: you know how to collect and negotiate without losing a pleasant service approach.
• Emotional intelligence and resilience to handle objections and challenging situations with balance.
• Organized and analytical profile to track financial and churn metrics.
• Strong sense of responsibility and focus on meeting recovery/retention goals.
• Initiative, negotiation and persuasion skills.

Responsabilidades

• Manage requests related to "My Payments";
• Lead repurchase processes and conduct financial renegotiations with clients;
• Control and maintain the negative credit registry system;
• Post collection commissions in an organized manner;
• Develop strategic actions focused on reducing delinquency and work actively on reversing and monitoring cancellations (both manual and automatic);
• Closely monitor legal collection processes;
• Update our spreadsheets and monitor the team's KPIs (such as churn, delinquency and cancellations);
• Provide outbound and inbound support to our customers across all channels (Blip, Email, Portal E-formei and Phone);
• Provide support focused on questions about the Portal E-formei, and guide customers regarding the coat check, Lost & Found, and Hauze giveaways;
• Monitor and support cohorts/classes that are undergoing migration;
• Actively participate in our customer support shifts.

Conhecimentos

Negotiation skills

Customer service

Emotional intelligence

Analytical thinking

Communication skills

Initiative

Formação académica

High school diploma

Ferramentas

Spreadsheets

Customer Support Platforms

Email Communication

Phone Support

Descrição da oferta de emprego

• Manage requests related to \"My Payments\";


• Lead repurchase processes and conduct financial renegotiations with clients;


• Control and maintain the negative credit registry system;


• Post collection commissions in an organized manner;


• Develop strategic actions focused on reducing delinquency and work actively on reversing and monitoring cancellations (both manual and automatic);


• Closely monitor legal collection processes;


• Update our spreadsheets and monitor the team's KPIs (such as churn, delinquency and cancellations);


• Provide outbound and inbound support to our customers across all channels (Blip, Email, Portal E-formei and Phone);


• Provide support focused on questions about the Portal E-formei, and guide customers regarding the coat check, Lost & Found, and Hauze giveaways;


• Monitor and support cohorts/classes that are undergoing migration;


• Actively participate in our customer support shifts.

Requirements

• High school diploma;


• Previous experience in customer service, retention, or negotiation/collections (even in entry-level roles);


• Clear, empathetic and assertive communication: you know how to collect and negotiate without losing a pleasant service approach;


• Emotional intelligence and resilience to handle objections and challenging situations with balance;


• Organized and analytical profile to track financial and churn metrics;


• Strong sense of responsibility and focus on meeting recovery/retention goals;


• Initiative, negotiation and persuasion skills.

Core Competencies

Demonstrates strong negotiation and customer service skills, with a focus on financial metrics and retention goals. Capable of managing collections processes while maintaining a positive customer experience through effective communication and emotional intelligence.

Highest-signal resume keywords

• Customer Service Experience


• Negotiation Skills


• Financial Metrics Tracking


• Emotional Intelligence


• Organizational Skills

Hard Skills

• Financial Renegotiation


• Churn Metrics Analysis


• Delinquency Management


• Credit Registry Control


• KPI Monitoring

Soft Skills

• Empathetic Communication


• Resilience


• Initiative


• Persuasion


• Analytical Thinking

Industry Keywords

• Collections


• Retention


• Customer Support


• Legal Collection Processes


• Cohort Monitoring

Tools & Technologies

• Spreadsheets


• Customer Support Platforms


• Email Communication


• Phone Support