Junior Customer Relationship Analyst

Jobtailor; Sorocaba; Presencial; BRL 48 000 - 72 000; Tempo integral

Resumo da oferta

Jobtailor in São Paulo, Brazil, seeks a Customer Service Manager to lead training development, process improvement, and service delivery across stores. You will analyze performance metrics, develop manuals, and collaborate with departments to ensure high-quality customer experiences while complying with policies and data security.

Requirements include a bachelor’s degree, 1 year in customer-facing roles, knowledge of customer service management tools, and intermediate Excel skills.

Qualificações

• Bachelor’s degree required or completed
• Knowledge of customer service management tools and processes
• Intermediate Excel skills required
• Valid Category B driver’s license required
• At least 1 year in customer-facing roles
• Nice to have knowledge of telecommunications or Internet services

Responsabilidades

• Provide support to store associates in resolving system- and process-related issues
• Identify training needs to ensure 100% participation by store associates and supervisors
• Develop and update manuals and training materials for new procedures and technologies
• Monitor store performance against established customer service standards
• Analyze performance metrics to identify continuous improvement opportunities
• Collaborate with other departments to ensure stores have necessary resources for effective customer service
• Document procedures and ensure stores follow established protocols
• Manage customer and store feedback to resolve complaints and implement improvements
• Conduct root cause analyses and develop preventive strategies
• Assist in planning and implementing new projects affecting customer service

Conhecimentos

Root Cause Analysis

Documenting Procedures

Performance Monitoring

Training Facilitation

Collaboration

Problem-Solving

Formação académica

Bachelor’s degree completed

Ferramentas

Customer Service Management Tools

Excel (Intermediate)

Data Security Awareness

Telecommunications Knowledge

Descrição da oferta de emprego

• Provide support to store associates in resolving system- and process-related issues


• Identify and request the training required to deliver excellent customer service, ensuring 100% participation by store associates and supervisors


• Develop and update manuals and training materials for new procedures and technologies


• Monitor store performance against established customer service standards


• Develop and implement management support controls, ensuring that they are reported according to the established schedule


• Analyze performance metrics and identify areas for continuous improvement


• Work with other company departments to ensure that stores have the resources needed to provide effective customer service


• Foster synergy between Store Support (BKO) and store associates, ensuring that all relevant information is shared efficiently


• Collaborate with different departments to align customer service strategies and practices


• Identify and implement improvements to customer service processes to increase efficiency and service quality


• Document procedures and ensure that all stores follow established protocols


• Manage feedback from customers and store associates, working to resolve complaints and implement improvements


• Conduct root cause analyses of recurring issues and develop preventive strategies


• Participate in the planning and implementation of new projects and initiatives that affect customer service


• Ensure that stores are prepared for any process or system changes or updates


• Ensure that all customer service practices comply with company policies and local regulations


• Monitor compliance with privacy and data security policies, ensuring the protection of customer information

Requirements

• Bachelor’s degree completed


• Knowledge of customer service management tools


• Intermediate Excel skills


• Valid Category B driver’s license


• At least 1 year of previous experience in customer-facing roles


• Knowledge of telecommunications or Internet services is a plus

Core Competencies

Demonstrates expertise in customer service management, process improvement, and training development, ensuring compliance with company policies and enhancing store performance. Proficient in analyzing performance metrics and fostering collaboration across departments to optimize customer service strategies.

Highest-signal resume keywords

• Customer Service Management


• Performance Metrics Analysis


• Training Development


• Process Improvement


• Compliance Monitoring

Hard Skills

• Intermediate Excel Skills


• Customer Service Management Tools


• Root Cause Analysis


• Documenting Procedures


• Performance Monitoring

Soft Skills

• Collaboration


• Problem-Solving


• Communication


• Feedback Management


• Training Facilitation

Certifications & Qualifications

• Valid Category B Driver's License

Industry Keywords

• Customer Service Standards


• Telecommunications


• Internet Services


• Data Security Policies


• Process Controls