Analyze complaint handling posted on the Reclame Aqui website
Provide asynchronous customer support, including outbound calls to address customer dissatisfaction
Maintain constant interaction with other departments to gather information
Submit moderation requests and monitor the outcomes
Monitor Kovi's social media and provide asynchronous customer support
Track company posts and stories with a focus on customer experience
Strengthen the brand image in partnership with Marketing
Anticipate potential crises and act as a liaison with internal teams

Preferred: university degree or technologist degree (completed or in progress)
Previous experience in digital customer support, especially in written channels
Desirable: prior experience analyzing customer portfolio information
Intermediate computer skills, especially with Office and Google apps (Google Chat, Google Sheets)
Previous experience with customer support systems such as Renal, Zendesk, Site Évora, Stark, Soon, Metabase and Pipefy
Minimum of 6 months' experience handling complaints on Reclame Aqui or providing support via social media

Life Insurance: To take care of our most valuable asset—our Kovers.
Health Insurance: It's important to take care of your health.
Dental Plan: So you can keep a great smile!
Flash Card: Your VR (meal voucher) and/or VA (food allowance) on a single card.
Partnership with SESC: Eligibility for the benefit after 90 days of employment.
Transportation Voucher or Fuel Voucher: You choose how you get around.
Parents: Childcare assistance, extended maternity leave of 180 days and extended paternity leave of 20 days.
Wellhub: All Kovers can exercise with part of the cost subsidized by Kovi.
Kovenção: A company-wide meeting held by Kovi leadership to keep everyone up to date on business status.

Customer Service Analyst I

Key skills