Client Service Analyst – Junior

Role Overview

• Provide first-level customer support via phone or internal systems;
• Log and track requests, questions and complaints promptly and courteously;
• Perform concierge duties to handle critical issues or participant rescues;
• Maintain clear, professional communication, always prioritizing customer satisfaction;
• Open, monitor and close tickets in systems (e.g., Service Desk, Salesforce, CRM, etc.);
• Coordinate with internal departments (technical, sales, procurement, etc.) to ensure customer requests are resolved;
• Ensure SLA deadlines are met and inform customers about the progress of their requests;
• Support administrative processes related to customer service, such as sending reports, updating customer records and document control;
• Keep records of interactions, incidents and feedback up to date;
• Monitor the customer journey after delivery of services/products;
• Identify opportunities to improve customer service or internal processes that impact the customer experience;
• Generate basic performance and customer service reports (number of tickets, types of requests, resolution times, etc.);
• Assist in analyzing service metrics and propose basic improvements;

Requirements

• Bachelor's degree in Business Administration, Finance or related fields;
• Intermediate knowledge of Microsoft Office;
• Experience in Customer Service;

Benefits

• Flex Office – 2 days remote and 3 days in-office.
• Birthday day off – Your special day the way you prefer + points in our Marketplace.
• Flexible working hours – More autonomy to organize your routine.
• Health and dental insurance (SulAmérica).
• Life insurance (SulAmérica).
• Psychological counseling – Access to a platform with therapists.
• On-site massage – A moment of relaxation during your day.
• Relaxation room – To recharge your energy.
• TotalPass – Access to gyms and physical activities.
• Fresh fruit in the office – For a healthy snack during the workday.
• Flexible Meal/Food Allowance – BRL 43.64 per day.
• Childcare allowance – For children up to 5 years old.
• Commuting allowance, parking or company shuttle – Mobility guaranteed.
• Qulture.Rocks – Performance management and development platform.
• Education assistance – After 12 months with the company, we invest in your learning.
• Inspiring and disruptive culture – A dynamic, collaborative and innovative environment.
• Newborn kit – A special gift for new parents.
• Internal events and engagement activities – Company gatherings and team bonding moments.
• Exclusive benefits on special dates – Because every special moment deserves to be celebrated!