Customer Success Analyst – Focus on Churn/Customer Retention

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Address customer inquiries via chat regarding service cancellations.

• Utilize active listening and investigation to comprehend the reasons behind cancellations.

• Offer solutions and alternatives aimed at reversing the cancellation and retaining the customer.

• Engage in negotiations and address objections to enhance customer retention.

• Precisely document reasons for cancellations (churn) and interactions in the system.

• Refer specific cases to the relevant departments when necessary.

• Deliver empathetic, prompt, and solution-focused service, even in challenging situations.

• Play a role in minimizing churn and enhancing the overall customer experience.

⛳️ Requirements

• Proficient knowledge of Microsoft Office.

• Familiarity with CRM and customer communication tools.

• Experience or background in customer service roles such as customer support (SAC), helpdesk, call center, or client relationship management.

• Knowledge or experience in customer retention strategies and cancellation reversal.

• Understanding of Customer Success metrics including churn, retention, and satisfaction.

• Intermediate ability to interpret and collect customer experience data.

• Basic understanding of omnichannel customer service.

• Intermediate knowledge of the Reclame Aqui platform and online reputation management.

• Capacity to manage customer feedback, identifying areas for process and service improvement.

• Intermediate knowledge of negotiation, persuasion, and objection-handling strategies.

• Experience with applying or analyzing satisfaction surveys (NPS).

• Intermediate knowledge of accounting processes or routine accounting tasks.

• Currently pursuing a degree in Accounting or Business Administration.

🏝️ Benefits

• Caju Benefits Card – BRL 700.00 monthly for personal use, not deducted from payroll and maintained during vacation.

• Unimed Health Plan – fully covered by Contajá, with co-payment only applicable when services are utilized.

• Day off on your birthday.

• Wellhub (Gympass) – access to gyms and wellness platforms.

• Telepsychology – up to 2 complimentary sessions per month.

• Telenutrition – up to 2 complimentary sessions per month.

• 15% discount on Dasa network laboratory tests.

• 30% discount on generic medications at Pague Menos pharmacies and 20% on brand-name medications.

• Partnership with Estácio.

• ImpulsoJá Career Plan.

• Gamification with virtual coins that can be redeemed for prizes such as Kindle devices, attendance at industry events, and exclusive giveaways.