Provide excellent customer service through the available channels, addressing general inquiries and needs.
Perform data collection and internal controls related to customer service.
Critically analyze information, reports and area metrics to identify opportunities to improve the customer journey, with the aim of creating new processes and promoting continuous improvement of existing processes.
Provide agile solutions to reported issues and act proactively to prevent problems.
Monitor handled interactions and manage service tickets to prevent missed calls and ensure ticket closure within established deadlines.

Bachelor’s degree
Experience working with health plan operators, including beneficiary support, regulation and authorization of medical and dental procedures, health plan regulations, service timeframes and guarantees, and other ANS-related legislation (Brazilian National Supplementary Health Agency).
Knowledge of customer experience and customer success practices.
Experience with customer service channels, tools, processes and performance indicators/KPIs.
Preferred: intermediate MS Office skills (intermediate Excel) and knowledge of Power BI.

Customer Service Analyst

Key skills