Junior Client Service Analyst

Jobtailor; Barueri; Presencial; BRL 89 280 - 133 920; Tempo integral

Resumo da oferta

Jobtailor in São Paulo provides essential operational support for loyalty programs, ensuring smooth processing of member interactions and backend tasks. The role focuses on managing tickets, generating KPI dashboards, and coordinating with partners and internal teams to maintain service quality.

Responsibilities include analyzing orders, validating partners, and preparing reports, with a strong emphasis on process improvements and meeting deadlines in a fast-paced environment.

Qualificações

• Bachelor's degree in Business Administration or related field (in progress or completed)
• Experience in B2B customer service, Operations, Customer Success or related areas
• Experience managing and tracking operational tickets/cases
• Experience preparing reports, KPIs and executive presentations
• Intermediate Excel skills
• Strong verbal and written communication skills
• Analytical, organized and problem‑solving oriented
• Ability to manage multiple simultaneous demands
• Experience with loyalty, incentive or rewards programs
• Knowledge of CRM, customer support or ticketing tools
• Experience conducting executive meetings (WBR and MBR)
• Knowledge of Power BI or other data visualization tools
• Experience in B2B operations environments and partner management

Responsabilidades

• Provide operational support for loyalty and incentive programs, ensuring continuity and quality of operations.
• Perform balance migrations in cases of account aggregation or death.
• Provide support and clarify questions from ATs, RTVs, concierges and program participants.
• Validate partners and products active in the programs.
• Analyze canceled orders, process refunds and engage responsible areas for necessary actions.
• Monitor invoices related to current campaigns.
• Contact and handle participants in critical or conflict situations.
• Manage operational backlog, track critical cases and ensure deadlines are met.
• Monitor and follow up on Level 2 (N2) tickets until resolution.
• Prepare operational reports and management reports.
• Conduct operational follow‑up meetings, such as WBR and MBR.
• Produce and consolidate performance indicators for operations and loyalty programs.
• Post points credits in the system upon prior approval.
• Develop and monitor action plans with clients to resolve operational issues.
• Register new sources and system parameterizations during the implementation of new projects (Kick‑off).
• Execute additions, removals and updates of products and partners in the catalog.
• Perform exception credits upon formal approval.
• Activate and register partners in the rewards catalog according to received requests.
• Manage and resolve incidents, requests and operational problems.
• Analyze orders canceled for security reasons and trigger necessary actions.
• Promote continuous process improvement by identifying opportunities to increase operational efficiency.
• Act as a liaison between clients, internal teams and strategic partners.

Conhecimentos

B2B customer service

Operations management

Ticketing & case tracking

Reports & KPIs

Executive presentations

Excel (intermediate)

CRM tools

Power BI

WBR/MBR experience

Multi-tasking

Formação académica

Bachelor's degree in Business Administration or related field

Ferramentas

Power BI

CRM software

Ticketing tools

Descrição da oferta de emprego

Responsibilities

• Provide operational support for loyalty and incentive programs, ensuring continuity and quality of operations.
• Perform balance migrations in cases of account aggregation or death.
• Provide support and clarify questions from ATs, RTVs, concierges and program participants.
• Validate partners and products active in the programs.
• Analyze canceled orders, process refunds and engage responsible areas for necessary actions.
• Monitor invoices related to current campaigns.
• Contact and handle participants in critical or conflict situations.
• Manage operational backlog, track critical cases and ensure deadlines are met.
• Monitor and follow up on Level 2 (N2) tickets until resolution.
• Prepare operational reports and management reports.
• Conduct operational follow‑up meetings, such as WBR (Weekly Business Review) and MBR (Monthly Business Review).
• Produce and consolidate performance indicators for operations and loyalty programs.
• Post points credits in the system upon prior approval.
• Develop and monitor action plans with clients to resolve operational issues.
• Register new sources and system parameterizations during the implementation of new projects (Kick‑off).
• Execute additions, removals and updates of products and partners in the catalog.
• Perform exception credits upon formal approval.
• Activate and register partners in the rewards catalog according to received requests.
• Manage and resolve incidents, requests and operational problems.
• Analyze orders canceled for security reasons and trigger necessary actions.
• Promote continuous process improvement by identifying opportunities to increase operational efficiency.
• Act as a liaison between clients, internal teams and strategic partners.

Requirements

• Bachelor's degree completed or in progress in Business Administration, Marketing, Engineering, Commercial Management, Management Processes, Information Systems or related fields.
• Previous experience in B2B customer service, Operations, Customer Success, Client Service or related areas.
• Experience managing and tracking operational tickets/cases.
• Experience preparing reports, KPIs and executive presentations.
• Intermediate Excel skills.
• Strong verbal and written communication skills.
• Analytical, organized and problem‑solving oriented profile.
• Ability to manage multiple simultaneous demands.
• Experience with loyalty, incentive or rewards programs.
• Knowledge of CRM, customer support or ticketing tools.
• Experience conducting executive meetings (WBR and MBR).
• Knowledge of Power BI or other data visualization tools.
• Experience in B2B operations environments and partner management.