Customer Service Analyst I

fastshop

Customer Service Analyst at Fast Shop, a Brazilian retail company, providing agile and effective customer solutions. Engaging proactively for client satisfaction across various social media platforms.

Posted 6/3/2026full-timeSão Paulo • 🇧🇷 BrazilMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Serve as a reference for excellence in customer service, delivering agile, empathetic and effective solutions that drive satisfaction, loyalty and brand appreciation.
Act strategically and decisively across the entire customer journey, performing precise analyses, planning targeted actions, coordinating with internal and external teams, and ensuring outcomes that delight and exceed expectations.
Receive, analyze and understand customers' needs, identifying issues and proposing prompt, personalized solutions.
Handle, organize and plan the actions required for resolution, engaging internal and external areas and ensuring customer follow-up within the established deadline (up to 2 days).
Forward requests to the responsible areas, monitor the response time (12 hours) and perform the necessary follow-ups to ensure the effectiveness of the solution.
Monitor tickets until full resolution, keeping the customer informed at every stage and escalating to management when necessary.
Execute processes that prevent repeat contacts, such as re-billing, releasing invoices, handling sales without stock, and processing refunds.
Manage Reclame Aqui and PROCON (Consumidor.gov), responding to 100% of complaints, tracking outcomes and ensuring solutions that satisfy the customer.
Support the legal department in handling Small Claims Court (Juizado Especial Cível - JEC) cases, participating in strategy definition and in the execution of judicial decisions.
Evaluate and approve solutions for basic problems (damages, defects, cancellations, etc.), acting resolutely and with an innovative approach.
Deliver training and refresher sessions for new employees, acting as management support in disseminating knowledge about processes and systems.

Requirements

What you’ll need

Education: Bachelor's degree in Business Administration, Logistics, Marketing, Human Resources, Psychology, Advertising, Law, or related fields.
Professional with strong analytical skills and proactivity.
Experience in customer service and social media management, with experience on platforms such as Reclame Aqui and Consumidor.gov.
Responsible for ensuring service delivery, closure and resolution of customer requests.
Good verbal communication skills, comfortable speaking directly with customers by phone.
Autonomy to follow up with internal areas and monitor resolution through to completion.
Analytical, organized profile with professional maturity.
Experience in customer service, preferably in a Contact Center (Back Office).
Skill in organizing and managing tickets/cases.
Ability to handle complex situations, managing cases with empathy and effectiveness.

Benefits

Comp & perks

Medical and Dental Insurance: We take care of your health and peace of mind with quality medical and dental coverage.
Pharmacy Agreement: Exclusive discounts on medications to facilitate access to healthcare.
Life Insurance: Protection and security for you and your family at every stage of life.
Meal Allowance and Transportation Voucher: Essential benefits for your daily convenience and comfort.
Wellhub: Access to gyms and a variety of sports activities to promote physical health and well-being.
Funeral Assistance: Specialized support and care during difficult times.
QualiFast Program: Our health and wellness program offers nutritional care, psychological support (psychotherapy sessions via Wellz), social assistance, hospitalization follow-up, primary health care (APS), a special program for pregnant employees (First Steps) and financial education through Saber Financeiro.
SaberFast Corporate University: An online platform with training and courses for the continuous development of your career.
Discounts and Partnerships with Educational Institutions: Support for your academic and professional growth with special conditions for courses and degree programs.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer servicesocial media managementticket managementanalytical skillsproblem resolutionprocess executiontraining deliverycase managementstrategic planningproactive analysis

Soft Skills

empathycommunicationorganizationautonomyprofessional maturityresponsibilitydecisivenessinnovationcustomer follow-upcollaboration