Provide fast, empathetic and personalized support via WhatsApp, Chat, Reclame Aqui and other digital channels
Resolve questions, complaints and issues effectively, ensuring a positive customer experience
Monitor brand mentions on social media and act to preserve and strengthen our reputation
Log all interactions in the internal system, ensuring case tracking and traceability
Escalate more complex situations to the responsible teams, keeping the customer informed of progress
Identify patterns in customer requests and suggest improvements to support processes and the customer journey
Collaborate with other teams (Product, Marketing, IT) to improve the customer experience based on received feedback
Track service metrics such as response time, resolution rate and CSAT (Customer Satisfaction Score)
Analyze reports to identify optimization opportunities and present relevant insights to the team
Proactively respond to comments and interactions on social media, strengthening customer connection
Propose creative approaches to increase engagement and improve the experience on digital channels

Customer-focused: You understand that every interaction is an opportunity to surprise and delight.
Proactive: Always seeking solutions and innovative ideas to improve processes and experiences.
Empathy and resilience: Ability to put yourself in the customer’s shoes, even in challenging situations.
Analytical mindset: Able to interpret data and turn insights into practical actions.
Previous experience in customer support, especially via WhatsApp, Chat and Reclame Aqui.
Basic to intermediate Excel.
Clear, assertive and empathetic written communication skills.
Basic knowledge of social media monitoring tools and CRM systems.
Ability to solve problems and handle pressure or conflict situations.
Organized, with the ability to manage multiple simultaneous interactions.
Differentials: Experience with customer service metrics (NPS, CSAT, CES). Familiarity with support tools such as Zendesk or similar. Ability to work collaboratively with multidisciplinary teams. Knowledge of gamification or digital engagement on social networks. Experience monitoring consumer trends and behavior in digital environments.

Flex Office – 2 days remote and 3 days in the office.
Birthday day off – Your special day, the way you prefer + points in our Marketplace!
SulAmérica life insurance.
Psychological support – Access to a platform with psychologists.
On-site massage – A moment of relaxation during your day.
Decompression room – To recharge your energy.
Fruit in the office – A healthy snack during working hours.
Meal or food allowance.
Transportation voucher.
QultureRocks – Performance management and development platform.
Inspiring and disruptive culture – A dynamic, collaborative and innovative environment.
Internal events and engagement activities – Gatherings and relaxed moments with the team.
Exclusive perks on special dates – Because every special moment deserves to be celebrated!

Digital Customer Service Analyst – Temporary

Key skills