Carbel Auto Group

Analyst

• Customer Journey Mapping and Analysis
• Identify opportunities to improve customer service and overall customer experience
• Collaborate with Marketing and CX Supervisors and Managers on projects aimed at improving sales performance and customer satisfaction
• Support the implementation of automation flows to track customer feedback and comments on platforms such as Google My Business, Reclame Aqui, and social media
• Assist with satisfaction surveys (NPS, CSAT), collecting and organizing data for leadership analysis
• Help implement improvements based on customer feedback, following management guidance
• Conduct market research and analyze consumer rating reports/questionnaires
• Update reports and dashboards with area KPIs for review by Supervisors and Managers
• Produce campaign performance reports, analyzing ROI and engagement metrics
• Use marketing analysis techniques to collect relevant data (social media, web analytics, ratings, etc.)
• Work with responsible teams on digital media integration and tagging (Google Tag Manager, Facebook Pixel, UTM tracking)
• Primarily support the creation of campaigns and customer communications using CRM and digital marketing platforms (Salesforce, Marketing Cloud, Blip, BI, RD Station)
• Ensure correct categorization and routing of requests to the appropriate teams

Customer Experience Analyst

Attorney

• Analyze, review and manage contracts, contract amendments and related instruments;
• Assist with legal inquiries regarding the acceptance of used vehicles, supporting the preparation of legal opinions under supervision;
• Support the formalization of various legal documents (notices, agreements, declarations, standard forms);
• Organize and keep documents and supporting materials up to date;
• Support legal due diligence processes, including document collection, verification and organization, and analysis of documents for the issuance of risk opinions;
• Provide consultative support to employees from other departments, under supervision, clarifying contractual and preventive questions;
• Assist the Legal team with preventative activities, internal controls and risk mitigation;
• Assist in preparing departmental reports and internal controls, monitoring deadlines, and registering various documents, especially court and administrative proceedings.

Customer Experience Analyst

Legal Intern