Assist customers through multiple channels (phone, WhatsApp, in-person);
Resolve questions, requests, and complaints with agility and empathy;
Monitor customer satisfaction metrics and propose improvements to the customer experience;
Support the management of the Post-Sales Center (service volumes, key actions, training, and team follow-up);
Coordinate marketing email blasts and in-app push notifications for relationship journeys and marketing campaigns;
Monitor daily results and KPIs for initiatives and area metrics;
Develop event/action briefings and approve scope in line with the proposed communication strategy;
Organize virtual and in-person events that are part of the customer relationship journey;
Serve as the point of contact with vendors and internal departments;
Manage customer materials and promotional gifts;
Conduct home handover inspections with customers;
Perform detailed analyses of requests to develop action plans and targeted strategies for company feedback and continuous improvement of the area;
Implement control and monitoring systems to ensure the effectiveness of strategies and identify opportunities for continuous improvement;
Coordinate with teams involved in delivering projects to the end customer.

Meal card and grocery/food voucher (via iFood Benefícios);
Transportation allowance — transit card or fuel allowance (via iFood Benefícios);
AleaPrev;
Health plan — the principal member does not pay a monthly fee; only co-payment per use;
Dental plan — optional;
Life insurance;
Wellhub (wellness platform);
Dr. Alper — free consultations with specialists across multiple fields;
Pregnancy program and extended maternity leave;
Pharmacy discounts.
Hybrid work model — 2 days per week remote;
Flexible working hours;
Birthday day off;
Alo Viva Bem — exclusive employee support channel.
Educational platform;
Childcare assistance for mothers;
Extended paternity leave.
Discount on Tenda apartments;
Discount on Alea homes;
Discount on Cinemark tickets;
Christmas voucher.

Customer Experience Analyst – Junior

Key skills