Digital Customer Experience (CX) Analyst

Jobtailor; Barueri; Presencial; BRL 401 760 - 535 680; Tempo integral

Resumo da oferta

Jobtailor, based in Barueri, São Paulo, Brazil, seeks a customer support specialist to provide fast, empathetic assistance via WhatsApp, live chat, and other digital channels. You will resolve questions and issues, record interactions for follow-up, escalate complex cases, and collaborate with Product, Marketing, and IT to enhance the customer journey.

Strong written communication and the ability to handle multiple conversations simultaneously are essential.

Qualificações

• Clear, empathetic written communication is essential.
• Ability to solve problems and stay calm under pressure.

Responsabilidades

• Provide fast, empathetic, and personalized support via WhatsApp and live chat; engage with Reclame Aqui and other digital channels.
• Resolve questions, complaints, and issues to ensure a positive customer experience.
• Record all interactions in the internal system for follow-up and traceability.
• Escalate complex cases to relevant teams and keep customers informed of progress.
• Identify patterns in requests and suggest improvements to support processes and journey.
• Collaborate with Product, Marketing, and IT to improve customer experience based on feedback.
• Monitor service metrics such as response time, resolution rate, and CSAT.
• Analyze reports to identify optimization opportunities and present insights.

Descrição da oferta de emprego

Responsibilities

• Provide fast, empathetic, and personalized support via WhatsApp, live chat, Reclame Aqui and other digital channels;
• Resolve questions, complaints, and issues effectively, ensuring a positive customer experience;
• Record all interactions in the internal system, ensuring follow-up and traceability of cases;
• Escalate more complex cases to the relevant teams, keeping the customer informed of progress;
• Identify patterns in customer requests and recommend improvements to support processes and the customer journey;
• Collaborate with other teams (Product, Marketing, IT) to improve the customer experience based on received feedback;
• Monitor service metrics such as response time, resolution rate, and CSAT (Customer Satisfaction Score);
• Analyze reports to identify optimization opportunities and present relevant insights to the team;

Requirements

• Previous experience in customer service, especially via WhatsApp, live chat, and Reclame Aqui;
• Basic to intermediate Excel skills;
• Clear, assertive, and empathetic written communication skills;
• Ability to solve problems and handle stressful or conflict situations;
• Organized, able to manage multiple interactions simultaneously;
• Experience with customer service metrics (NPS, CSAT, CES) — a plus;
• Familiarity with support tools such as Zendesk or similar — a plus;
• Ability to work collaboratively with multidisciplinary teams — a plus.

Core Competencies

Demonstrates expertise in providing empathetic customer support through digital channels, with a focus on problem-solving and collaboration across teams to enhance the customer experience. Proficient in analyzing service metrics and optimizing support processes based on customer feedback.