Customer Service Analyst – Junior
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Job Description
Junior Customer Service Analyst providing empathetic support via email, WhatsApp, and phone. Addressing client needs and ensuring quality customer experience with a data-driven approach.
Responsibilities:
- Provide empathetic, consultative support to our customers via email, WhatsApp and phone, ensuring they feel welcomed, receive clear information, and are directed appropriately.
- Personalize interactions by understanding the customer’s context and offering solutions aligned with their needs.
- Investigate and identify recurring or low-complexity issues, escalating to leadership whenever risks, opportunities, or unexpected patterns are detected.
- Share relevant observations and insights about workflows, product and customer behavior to contribute to decision-making and internal improvements.
- Demonstrate curiosity, a willingness to learn, and the ability to adapt quickly to changes in processes or tools.
- Actively participate in team rituals (calibrations, alignment meetings, technical knowledge exchanges), bringing cases, examples and suggestions.
- Work transparently with peers and leadership, asking for help when necessary and collaborating with the team. Be receptive to feedback and apply adjustments quickly.
- Ensure execution of tasks with a focus on efficiency and quality, following the operation’s priorities.
- Act as a guardian of the customer voice, serving as an early warning for issues that impact experience, metrics and operations.
- Operate aligned with Conta Simples’s culture, demonstrating ownership, a sense of urgency and a collaborative spirit.
Requirements:
- Clear, empathetic, and solution-oriented communication.
- Basic analytical ability to identify patterns, recurrences and opportunities in customer flows.
- Organization and discipline in the use of tools and records.
- Ability to work collaboratively with a partnership mindset toward the team.
- Proactivity and autonomy in escalating problems and proposing improvements.
- The following are a plus:
- Experience with Zendesk and other customer support tools.
- Understanding of operational metrics and key performance indicators.
- Basic analytical skills (identifying simple patterns and recurrences).
- Basic knowledge of office tools (Google Workspace / Microsoft Office).
Benefits:
- National health plan with no monthly fee or copay for our #Simplers and up to two legal dependents.
- National dental plan with no monthly fee or copay for our #Simplers and up to two legal dependents.
- Flex food credit on the iFood Benefits card.
- Home office allowance on the iFood Benefits card.
- Wellhub available to legal dependents (children and spouses).
- Birthday-off to enjoy your day with the people you love.
- Partnerships with educational institutions.
- Zenklub (mental health) – mental health platform with four free therapy sessions per month for every Simpler.
- Life insurance.
- Extended parental leave (180 days maternity and 45 days paternity), also applicable to adoptive parents under the same conditions as non-adoptive parents.
- Childcare allowance for children up to 1 year old.
- Onhappy (Travel) – travel benefit with exclusive discounts on hotels, flights and experiences.
- Guapeco (Pet Health) – pet health partnership offering special conditions via individual subscription so you can care for your best friend.
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