Customer Experience Analyst - Hybrid (Bogotá)

Nu Colombia; Bogotá; Hybrid; COP 13,392,000 - 35,712,000; Full time

Benefits offered by this job

Extended parental leave

Health insurance

Mental health support

Learning platform

Language learning program

Vacations of 15 workdays

Gym partnership

Work-from-home allowance

Parental consultancy

Relocation assistance

Job summary

Nu is building a community of customers who are fans of our brand, and we do it by delivering an exceptional experience in every interaction. Our customers are at the center of everything we do: from how we design our products to how we resolve each case.

That is how we build real relationships with them, and why millions of people across Latin America choose us. We are looking for curious, creative people who want to move beyond the usual solutions.

Qualifications

• This position is exclusively for people with disabilities.
• People who are passionate about customer service and technology.
• Good listeners who enjoy talking with people from different backgrounds and are willing to go the extra mile to delight customers.
• People who build trust and show empathy.
• People who give and receive feedback constructively.
• Creative problem solvers.
• Analytical, data-oriented people who can handle multiple tasks at once.
• Highly detail-oriented.

Responsibilities

• Support our customers through chat, email and phone, resolving their questions with empathy and clarity.
• Help customers get the most out of our app by explaining its features.
• Review the information and documents customers submit with their requests.
• Follow up on claims within our chargeback process.
• Contact customers to confirm information in potential fraud cases.
• Reach out to customers with late payments to explain the payment options available.
• Identify, classify and elevate potential bugs or operational issues affecting customers.
• Collect feedback and suggestions from customers and prospects.
• Propose improvements to our internal processes and share them with your leaders.

Skills

Customer service

Empathy

Active listening

Communication

Problem solving

Analytical thinking

Detail oriented

Multi-tasking

Job description

Nu is building a community of customers who are fans of our brand, and we do it by delivering an exceptional experience in every interaction. Our customers are at the center of everything we do: from how we design our products to how we resolve each case.

That is how we build real relationships with them, and why millions of people across Latin America choose us. We are looking for curious, creative people who want to move beyond the usual solutions.