Customer Service Representative – Backoffice
Insight Value
Customer Success Analyst
Kenlo
full-time
Posted on:
Location Type: Hybrid
Location: Campinas • Brasil
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Promote strategic customer relationship initiatives, engaging clients with our solutions;
- Follow the real estate agency's working methodology, proposing solutions that deliver value to the client;
- Be proactive in client relationships, anticipating potential pain points and ensuring minimal impact during crisis situations, exceeding expectations and building trust;
- Understand the client's current situation and challenges, using sales techniques to pursue upsell and cross-sell opportunities;
- Ensure that company-defined targets for your assigned clients are met or exceeded;
- Monitor and manage the health of your client portfolio, reducing churn and extending the duration of partnerships;
- Ensure that information for all clients under your management is regularly updated in our tools, guaranteeing data quality and reliability;
- Closely monitor usage KPIs, identify risks and propose improvements to ensure Customer Success and the highest level of satisfaction;
- Collect and share feedback with our product, engineering, support and commercial teams, contributing to continuous improvement of our products, services and processes;
- Build a culture of excellence in interactions with our clients and internal teams through structured and assertive communication.
Requirements
- Degree in Communication, Business Administration, Marketing or related fields;
- Experience managing client portfolios and customer engagement routines;
- Strong communication skills for leading and presenting online meetings with clients;
- Experience in service companies and/or digital product companies;
- Experience with sales techniques, negotiation and persuasion.
- You will stand out if:
- Experience in the real estate market;
- Experience in a SaaS company;
- Knowledge of KPI management;
- Willingness to travel;
- Proficiency in Google Workspace tools.
- Soft Skills:
- Autonomous attitude to take on challenges as a responsible owner and solution promoter;
- Organizational and planning skills to handle multiple tasks and priorities;
- Crisis management and problem-solving skills;
- Excellent communication skills and adaptability (ability to think on your feet);
- Data-oriented mindset;
- Collaborative attitude and ability to work in a team.
Benefits
- Base salary + variable compensation;
- CLT employment contract (Brazil) – 40 hours/week;
- Flash benefits card;
- Health insurance (100% paid by the company for our Kenlover employees);
- Dental insurance;
- Life insurance;
- Gympass (for you and your dependents);
- Childcare allowance;
- Workplace exercise sessions;
- Corporate education program and learning platform;
- Career development tools;
- Semi-annual performance review;
- Encouragement of regular feedback and 1:1 meetings;
- Employee referral program (QI - "Quem Indica");
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
sales techniquesnegotiationpersuasionKPI management
Soft skills
strong communication skillsautonomous attitudeorganizational skillsplanning skillscrisis managementproblem-solving skillsadaptabilitycollaborative attitude