Hybrid Customer Service Analyst - Insight & Impact

Nubank; Bogotá; Hybrid; COP 22,320,000 - 35,712,000; Full time

Benefits offered by this job

Extended maternity and paternity leave

Health and life insurance

NuCare - Mental health and wellness

Nucleo - Learning platform

NuLanguage - Language learning

Vacations of 15 workdays

Gym partnership

Work-from-home Allowance

Parental Consultancy

Relocation Assistance Package

Job summary

Nu is seeking a customer-centric professional to join our Bogotá team. You will support customers through chat, email and phone, helping them use our app with empathy and clarity while upholding our standards for service.

Hybrid work model in Bogotá with one week in the office per cycle. You’ll review customer documents, assist with chargebacks, and relay feedback to improve processes. A passion for technology and clear communication is essential to delight millions across Latin America.

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

Multitasking

Detail-oriented

Analytical

Feedback

Creative problem solving

Diverse backgrounds

Job description

Nu is seeking a customer-centric professional to join our Bogotá team. You will support customers through chat, email and phone, helping them use our app with empathy and clarity while upholding our standards for service.

Hybrid work model in Bogotá with one week in the office per cycle. You’ll review customer documents, assist with chargebacks, and relay feedback to improve processes. A passion for technology and clear communication is essential to delight millions across Latin America.