GOcase

Junior Customer Experience Analyst

GOcase

full-time

Posted on:

Location Type: Hybrid

Location: Fortaleza • 🇧🇷 Brazil

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Job Level

Junior

About the role

  • Handle B2B corporate customers via digital channels (WhatsApp Business, email, RD Station Conversations, HubSpot).
  • Follow orders from start to finish, ensuring alignment between the client, sales, and operations.
  • Log interactions, requests, and statuses in internal systems, keeping records up to date.
  • Support the resolution of logistics issues, deadlines, and product customization.
  • Ensure clear, concise, and empathetic communication in every interaction.
  • Provide feedback to improve customer service processes and the customer experience.
  • Maintain ticket organization and adherence to defined SLAs.

Requirements

  • Bachelor's degree in progress or completed in Business Administration, Communication, Management Processes, or related fields.
  • Strong written and verbal communication skills, with an empathetic attitude and a solution-oriented approach.
  • Ability to organize and manage multiple simultaneous requests.
  • Familiarity with digital customer service tools (chat, email, WhatsApp).
  • Attention to detail and discipline for recording and tracking tickets.
  • Previous experience in B2B customer service, after-sales, or customer service (SAC).
  • Experience with CRM systems (HubSpot, RD Station, or similar).
  • Basic knowledge of logistics and production processes in e-commerce.
Benefits
  • Meal/food allowance.
  • Transportation allowance.
  • Home office allowance.
  • Wellhub: a global network of over 50,000 gyms, studios, personal trainers, and wellness apps.
  • Starbem: an app focused on mental health and corporate well-being.
  • Onhappy: access to leisure travel with greater convenience, cost savings, and exclusive benefits.
  • Urbis discount platform (restaurants, stores, pharmacies, etc.).
  • Health insurance 100% covered by the company.
  • Dental plan 100% covered by the company with no co-pay for the employee.
  • Day off during your birthday week.
  • Extended maternity leave (6 months).
  • Extended paternity leave (20 days).
  • Employee discount on products.
  • Free Gocase products every month!

Applicant Tracking System Keywords

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

Hard skills
B2B customer servicelogisticsticket organizationorder managementproduct customizationCRM systemse-commerce processes
Soft skills
written communicationverbal communicationempathysolution-orientedorganizationattention to detaildiscipline
Certifications
Bachelor's degree in Business AdministrationBachelor's degree in CommunicationBachelor's degree in Management Processes