Customer Support Analyst I – Credit, Temporary

Role Overview

• Create and formalize credit contracts, ensuring compliance and efficiency throughout the process;
• Operate with high performance and strong execution skills, aiming to scale the operation;
• Meet agreed SLAs, ensuring predictability and efficiency;
• Build an engaging, trust-based relationship with our customers by providing outstanding service;
• Map feedback gathered during service interactions to propose process improvements;
• Record all service requests, understanding the importance of this data for other departments;
• Anticipate partner schools' needs and proactively resolve issues before they arise.

Requirements

• Clear and concise communication;
• Organized, proactive, and able to act with a strong sense of urgency;
• Ability to execute effectively in high-demand processes;
• Experience in customer service (CX/CS);
• Familiarity with service metrics (e.g., SLA, CSAT, AHT);
• Experience with credit processes or contract formalization is desirable;
• Proficiency in Microsoft Office.

Benefits

• Meal allowance and/or food voucher
• Health and dental insurance
• Transportation voucher (commute allowance)
• Extended maternity and paternity leave
• Childcare assistance
• Health and wellness support: partnerships with Wellhub and Zenklub
• Educational support and incentives
• Discounts on airline tickets
• Pet health plan partnership
• Access to Arco educational materials for employees' children
• Partnerships for MBA and postgraduate programs