Kovi

Customer Support Analyst I

Kovi

full-time

Posted on:

Location Type: Hybrid

Location: São Paulo • 🇧🇷 Brazil

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Job Level

Mid-LevelSenior

About the role

  • Provide excellent customer service to Kovi's partner drivers;
  • Turn negative experiences into positive ones through effective support;
  • Have a deep knowledge of our plans, processes, and business model to clarify questions;
  • Be responsible for finding the best solution for our drivers, coordinating with partner teams to ensure the best possible experience;
  • Act as the voice of our customers, compiling opportunities and feedback to take to leadership so we remain focused on improving the driver experience with Kovi;
  • Collaborate in creating and improving processes and initiatives that optimize the driver experience;
  • Work according to the defined schedule, remaining available to provide excellent hybrid (onsite and remote) support to our drivers.

Requirements

  • Proficiency in Microsoft Office and G Suite;
  • Previous experience in phone-based customer service/CX and written channels (both are a plus);
  • Technical or hands-on knowledge of vehicle mechanics is a competitive advantage;
  • Ability to communicate empathetically and concisely;
  • Flexibility and organizational skills — we are a company in constant transformation and change is part of our daily routine;
  • Proactive problem-solving skills: we aim to stay one step ahead when assisting our drivers;
  • Punctuality and responsibility; work under a predefined shift schedule and through online support channels;
  • Transformative mindset: always seeking new ways to deliver results;
  • Ease working in a team and sharing knowledge;
  • Excellent verbal and written communication skills;
  • Analytical with a focus on continuously improving current processes;
Benefits
  • Life Insurance: To protect our greatest asset — our Kovers.
  • Health Plan: It's important to take care of your health and well-being.
  • Dental Plan: So you can keep your bright smile!
  • Flash Card: Your meal (VR) and/or food (VA) allowance on a single card — because, as the saying goes, you can't function on an empty stomach!
  • Partnership with SESC: Access to benefits after 90 days of employment.
  • Transportation Voucher or Fuel Allowance: The choice of how you move is yours.
  • Family benefits: Childcare assistance, extended maternity leave of 180 days, and extended paternity leave of 20 days.
  • Wellhub: All Kovers are entitled to exercise with part of the cost subsidized by Kovi.
  • "Kovenção": The meeting where Kovi leadership meets with the entire company to keep everyone updated on the business status.

Applicant Tracking System Keywords

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

Hard skills
Microsoft OfficeG Suitevehicle mechanics
Soft skills
customer serviceempathycommunicationflexibilityorganizational skillsproblem-solvingpunctualityresponsibilityteamworkanalytical skills