Senior Customer Service Analyst

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

📋 Description

• Oversee requests for benefits and allowances based on demand

• Initiate supplemental orders and reissues as needed

• Track the progress of ongoing requests and ensure system updates are made

• Extract, review, and compile periodic reports

• Detect discrepancies in databases and assist with corrections when necessary

• Manage cases where purchases cannot be finalized, collaborating with HR or the employee

• Document interactions and ensure the requester receives a timely response with a solution and timeline

• Supervise task queues and internal tickets, adhering to SLAs

• Promptly address HR team requests with quality responses

• Offer consultative support and maintain a log of interactions

• Develop tracking schedules for requests and assist in delivery control

⛳️ Requirements

• Prior experience in customer service, operational support, or administrative tasks

• Proven experience in tracking requests, managing incidents, and balancing workloads

• Proficient in data analysis, information verification, and report generation

• Strong verbal and written communication abilities

• Excellent organizational skills, attention to detail, and prioritization capabilities

• Proficient in Microsoft Office, with a particular focus on Excel

• Comfortable utilizing internal systems and managing SLAs

• Proactive and solution-focused mindset

• Strong analytical skills and attention to detail

• Effective routine management and capability to handle multiple demands

• Customer experience-oriented

• Dedicated to quality and meeting deadlines

• Experience in supporting HR is advantageous

• Background in benefits operations is a bonus

• Familiarity with operational queues, tickets, and administrative tasks is a plus

• Consultative approach in relationships with internal clients is an asset

🏝️ Benefits

• A multicultural, challenging, and dynamic work environment

• Opportunities to enhance skills and advance in a global organization

• Commitment to equal opportunities and prevention of discrimination