Junior Customer Service Analyst – Preferably for People with Disabilities

Jobtailor; Porto Alegre; Presencial; BRL 39 000 - 61 000; Tempo integral

Resumo da oferta

Jobtailor in Porto Alegre, Brazil, is seeking a proactive Customer Support Specialist to assist cooperatives with technical analyses and guidance across cases. The role includes monitoring documentation, tracking OKRs, and driving service improvements through feedback and data-driven actions.

You will analyze user inquiries, support business development, and ensure timely incident response while coordinating with involved teams.

Qualificações

• Bachelor’s degree in related field or in progress.
• Experience in customer support and problem solving.
• Familiarity with digital platforms and fraud prevention processes.

Responsabilidades

• Provide specialized support to cooperatives with analyses and guidance.
• Monitor process documentation and update knowledge base.
• Track OKRs and propose improvements.
• Analyze reasons users contact support and improve efficiency.
• Identify and report business risks.
• Support business development and revenue generation for cooperatives.
• Collect user feedback to assess service quality and drive improvements.
• Implement action plans for continuous improvement of CS and products.
• Monitor issue resolution progress and keep users informed.
• Advise users on products and services based on validated information.
• Handle inquiries across channels and prioritize incidents.
• Coordinate with teams to meet SLAs within deadlines.

Conhecimentos

Customer Support Experience

Data Analysis Tools

Knowledge of Digital Platforms

Proactive Problem-Solving

Financial Services Experience

Formação académica

Bachelor’s degree in related field

Ferramentas

Windows

Remote Access

Customer Service Management Tools

Descrição da oferta de emprego

Position Responsibilities

• Provide specialized support to cooperatives by conducting technical analyses and providing guidance on each case.
• Monitor process and activity documentation, flagging changes and/or the need for new documentation, and supporting the continuous updating of documents in the Knowledge Base.
• Track individual and departmental OKRs and propose improvement initiatives.
• Analyze the main reasons users contact support and propose improvements to increase efficiency and enhance the user experience.
• Support the identification and reporting of business risks.
• Participate in initiatives related to business development, supporting cooperatives in generating revenue and strengthening relationships with users.
• Collect user feedback, perceptions, and suggestions to assess service quality and identify areas for improvement.
• Implement and monitor action plans for the continuous improvement of customer service and products.
• Monitor the status and progress of issue resolution to keep users informed.
• Advise users on products, processes, and services based on documented and validated information.
• Handle inquiries across all channels; record, assess, and prioritize incidents related to products, processes, services, and business continuity.
• Handle requests, coordinate with and work alongside the responsible teams, monitor the agreed SLA, and meet users’ needs within established deadlines.

Requirements

• Bachelor’s degree completed or in progress in a related field, such as Business Administration, Accounting, Management Processes, or a related discipline.
• Experience in customer support.
• Knowledge of Windows and remote access.
• Proactive approach and ability to work as part of a team, with a focus on problem-solving and customer satisfaction.
• Previous customer service experience, preferably in financial services environments.
• Knowledge of digital platforms and fraud prevention processes.
• Familiarity with customer service management and data analysis tools.

Core Competencies

Demonstrates expertise in customer support and service quality improvement, with a strong focus on problem-solving and user satisfaction. Proficient in analyzing data and implementing action plans to enhance customer experiences and operational efficiency.

Highest-signal resume keywords

• Customer Support Experience
• Data Analysis Tools
• Knowledge of Digital Platforms
• Proactive Problem-Solving
• Financial Services Experience

Hard Skills

• Technical Analysis
• Process Documentation
• OKR Tracking
• User Feedback Collection
• Incident Management

Soft Skills

• Team Collaboration
• Customer Satisfaction Focus
• Communication Skills

Industry Keywords

• Business Administration
• Management Processes
• Fraud Prevention

Tools & Technologies

• Windows
• Remote Access
• Customer Service Management Tools