Customer Support Analyst

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

📋 Description

• Address customer inquiries through various channels (email, chat, phone, and platform) promptly, courteously, and clearly.

• Document, categorize, and monitor tickets in the support system, ensuring information remains current.

• Address questions and requests regarding products, campaigns, program mechanics, and the utilization of incentive platforms.

• Escalate cases that fall outside the support team’s purview to the appropriate departments and follow up until a resolution is achieved.

• Adhere to SLAs and comply with the support scripts and service standards established by the department.

• Recognize recurring issues and provide insights to enhance processes and customer experience.

• Assist in the maintenance and updating of the knowledge base and support FAQs.

• Ensure the accuracy and consistency of information documented in the CRM.

⛳️ Requirements

• Multichannel Support: proficient in handling communication via email, chat, phone, and platform while upholding consistent quality standards.

• Support and CRM Tools: adept at utilizing customer support and customer record systems.

• Ticket Logging and Management: accurately open, categorize, and track tickets.

• Knowledge of Incentive Products and Campaigns: possess in-depth knowledge to effectively guide customers.

• Support Metrics: understand and respond to SLA, CSAT, and AHT metrics.

• Clear Communication and Empathy: convey information courteously, objectively, and warmly.

• Customer Focus: prioritize resolution and aim for customer satisfaction.

• Organization and Attention to Detail: maintain precise and organized records.

• Proactivity and Problem-Solving: actively pursue solutions to issues.

• Teamwork and Collaboration: work cooperatively with the team and other departments.

🏝️ Benefits

• iFood Benefícios Card: BRL 1,120 per month.

• TotalPass: access to a wide network of gyms across Brazil.

• Conexa: telehealth services, including medical, psychological, and nutritional care available at your convenience.

• Avus: discounts on pharmacies, medical consultations, and laboratory tests.

• Internal Incentive Program.

• Structured Performance Reviews, offering clear feedback on your development.

• Defined Career Path, providing insight into potential growth opportunities.

• Frequent Training to assist in your ongoing professional development.