Edify Education

Senior Customer Experience Analyst

Edify Education

full-time

Posted on:

Location Type: Hybrid

Location: Rio de Janeiro • 🇧🇷 Brazil

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Job Level

Senior

About the role

  • Supervise and develop the customer experience team, serving as a technical and behavioral reference;
  • Monitor and ensure the achievement of KR's and area metrics, such as SLA, AHT (Average Handle Time), CSAT, NPS, MAU/WAU, etc.;
  • Create and ensure adherence to a communication plan focused on the customer journey;
  • Ensure service quality by using and proposing improvements to customer communication when necessary;
  • Produce action plans, conduct root cause analysis, and prioritize initiatives;
  • Act as an internal technical reference within the CX area.

Requirements

  • Bachelor's degree in progress or completed in Business Administration, Communications, Project Management, or related fields;
  • Proven experience in customer support/service, data analysis, and customer service operations;
  • Familiarity with customer management tools (CRM) and Excel;
  • Experience with techniques and tools such as Pareto analysis, 5W2H, and Ishikawa (fishbone) diagrams, etc.;
  • Strong written communication and interpersonal skills.
  • Organized with attention to detail to handle multiple tasks concurrently;
  • Good written and verbal communication, with an empathetic approach to customer relationships;
  • Proactive in supporting requests and collaborating with the team to find solutions;
  • Ability to collaborate and work cross-functionally with other teams.
Benefits
  • Health insurance 🩺
  • Dental plan 🦷
  • Meal/food allowance on CAJU card 🥗
  • Home office allowance on CAJU card 💻
  • Edify Online – continuous English learning platform 🌎
  • Continuous learning: we promote a culture of ongoing development focused on both soft and hard skills 💻
  • Birthday day off 🎂
  • Childcare or babysitter allowance 🍼
  • Extended maternity leave (6 months) 🍼
  • Extended paternity leave (20 days) 🍼
  • Gympass subscription 🏋🏾
  • Life insurance 💓
  • Flexible working arrangements 💻

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
data analysiscustomer service operationsPareto analysis5W2HIshikawa diagramsSLAAHTCSATNPSMAU/WAU
Soft skills
written communicationinterpersonal skillsorganizational skillsattention to detailempathyproactive supportcollaborationcross-functional teamwork
Certifications
Bachelor's degree in Business AdministrationBachelor's degree in CommunicationsBachelor's degree in Project Management