Premium Customer Service Analyst

Role Overview

• Responsible for end-to-end support for Premium and B2B Key Account clients, managing the entire order cycle — from registration and delivery follow-up to invoicing, handling non-conformities and post-service processes — for a strategic portfolio of large accounts across multiple sectors.
• Act with a PMO mindset in leading and monitoring area projects, ensuring organization, deadline control, cross-functional alignment and delivery tracking.
• Responsible for mapping, analyzing and proposing process improvements focused on operational efficiency and customer experience, including identifying opportunities for automation, digitization and the use of AI to optimize activities and reduce operational effort.
• Support the structuring and standardization of new processes and workflows, ensuring clear responsibilities, proper documentation and operational governance.
• Prepare executive materials, strategic presentations and visual content for leadership and partner areas, translating complex information into clear, concise and impactful messages.
• Manage a portfolio of major accounts with consultative, differentiated service; act as the focal point between the company and the client, support account managers, develop strategic relationships, identify business opportunities and anticipate risks in critical processes.
• Actively handle problem resolution and complaints with a focus on speed, effectiveness and maintaining customer satisfaction, ensuring compliance with SLAs (83% on time) and service levels on Voice and WhatsApp channels (80%).
• Participate in supporting commercial negotiations and contract renewals to deepen understanding of strategic clients' businesses.
• Prepare daily and weekly portfolio monitoring reports with analyses of trends, deviations and KPIs, and support the commercial area's financial processes, contributing to reduced delinquency and continuity of sales operations.

Requirements

• Experience in customer service.
• Bachelor's degree in Business Administration or a related field.

Benefits

• Health and Dental Plan – Bradesco – coverage extendable to dependents
• PAE (Assistance for people with disabilities) – Financial support provided in cases of dependent children and/or stepchildren with intellectual disabilities
• Pharmacy Partnership – discounts of up to 85%
• Complementary Pension – FlexPrev Plan, contributions varying from 1% to 11% depending on salary
• Life Insurance – coverage for all employees from the date of hire, fully paid by the company
• Extended Leave – Maternity leave (total of 180 days) and Paternity leave (total of 20 days)
• Meal and/or Food Allowance – Caju Benefits
• Educational Assistance – for dependents up to high school level
• TotalPass
• Solar Subscription – possibility of obtaining a special discount on the energy bill by subscribing to a distributed generation plan
• Smiles Corporate Club – discounts of up to 50% on offered plans to help you plan your trips. Also available for spouse and children 18+.
• Length-of-Service Bonus – an additional salary payment (based on tenure) paid at the time of vacation.