Customer Experience Analyst – Junior
Comgas
full-time
Posted on:
Location Type: Hybrid
Location: São Paulo • 🇧🇷 Brazil
Visit company websiteJob Level
Junior
About the role
- Monitor the process of sending satisfaction surveys to Comgás customers, propose enhancements to tools for communicating metric results (Pulso and IndeCX), and act as the focal point for business areas on new initiatives and projects aimed at improving the experience of campaigns and customer touchpoints with Comgás, working under guidance.
- Launch surveys and monitor NPS/CSAT/CES results.
- Monitor and address customer detractors.
- Monitor the indicators of the Excellence Program in coordination with contracted vendors.
- Monitor the Customer Pulse with the goal of disseminating experience KPIs throughout Comgás.
- Promote a customer-centric culture through cross-functional actions (internal and external communication).
- Propose and support business areas in implementing improvements to enhance the customer experience through data analysis.
- Comply with applicable laws and regulations related to the area and activities under your responsibility, the requirements of quality management systems, the Compliance Program and the Anti-Bribery Management System, as well as health, hygiene and occupational safety standards and procedures and the use of PPE/EPC (personal/collective protective equipment) when required by the activity.
- Perform other duties inherent to the role or as directed by supervisors, provided they are within the employee's qualifications and experience.
Requirements
- Bachelor's degree preferred in Business Administration, Accounting, Economics or related fields.
- Preferred: Intermediate knowledge of Excel, Word and PowerPoint; experience with ERPs used in the area.
- Preferred: Familiarity with customer service tools; good knowledge of management processes, report interpretation, root cause analysis (Ishikawa), flowcharting, metrics and satisfaction surveys.
- Availability to work 3 days on-site at the Campinas office and 2 days remote (home office).
Benefits
- Medical and dental coverage
- Pharmacy assistance
- Vision care
- Life insurance
- Extended maternity leave (180 days)
- Paternity leave (20 days)
- Childcare assistance
- School supplies allowance
- Lactation room at our Operational Center
- Profit sharing
- Private pension plan
- Education incentives
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
data analysisreport interpretationroot cause analysisflowchartingmetricssatisfaction surveysNPSCSATCESExcel
Soft skills
customer-centric culturecross-functional communicationproposing enhancementsmonitoring indicatorsaddressing customer detractors