Sicredi

Junior Customer Support Analyst – Agro, preferably for Black candidates

Sicredi

full-time

Posted on:

Location Type: Hybrid

Location: Porto Alegre • 🇧🇷 Brazil

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Job Level

Junior

About the role

  • Provide specialized support to cooperatives in processes within the Agricultural Credit area, performing technical analyses and offering the necessary guidance to cooperatives on each case;
  • Review process and activity documents, flagging changes or the need to create new documents, and support continuous updates to the Knowledge Base;
  • Monitor individual and team OKRs and propose actions for improvement;
  • Analyze the main reasons users contact support and propose improvements aimed at increasing efficiency and enhancing the user experience;
  • Assist in identifying and flagging business risks;
  • Participate in activities to foster business growth, supporting cooperatives in revenue generation and strengthening user relationships;
  • Collect feedback, perceptions and suggestions from users to assess service quality and identify potential improvements;
  • Implement and monitor action plans for continuous improvement of service and product;
  • Monitor the status and progress of issue resolution to keep users informed;
  • Advise users on business matters, processes and services using documented information validated by the responsible areas to clarify doubts and questions;
  • Handle inquiries across all channels; log, assess and appropriately prioritize incidents related to business, processes, services and continuity of activities, provide workarounds or resolve them when possible;
  • Process requests, route and work with the responsible teams when necessary, monitoring the agreed SLA to meet users' needs within established deadlines;

Requirements

  • University degree completed or in progress; degrees in areas related to agribusiness are considered an advantage;
  • Basic knowledge of rural/agricultural credit and related topics;
  • Customer service experience is desirable;
  • Proactivity and a proactive mindset — ability to take responsibility and seek solutions autonomously;
  • Genuine willingness to learn — openness to acquire technical knowledge about the agribusiness sector and rural credit;
  • Good communication and empathy — experience or aptitude for customer-facing service;
  • Organizational skills and attention to detail, especially when analyzing and routing information.
Benefits
  • 14th and 15th fixed salaries;
  • Profit-sharing / Results participation (depending on seniority);
  • Health and dental plans with no co-pay;
  • Wellness programs with Wellhub (formerly Gympass), nutrition, psychology, occupational health services, massage, running groups and local gym access;
  • Meal and food vouchers with flexible percentage allocation between cards, no co-pay;
  • Extended maternity and paternity leave;
  • Childcare or nanny allowance for children up to 6 years and 11 months;
  • Allowance for children with disabilities, no age limit;
  • Life insurance;
  • Private pension plan up to 7% of salary;
  • Training platform – Sicredi Aprende, offering a variety of courses;
  • 40-hour workweek — using a time bank system;
  • Remote work allowance (except for positions that are 100% on-site).

Applicant Tracking System Keywords

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

Hard skills
technical analysisprocess documentationOKR monitoringuser experience improvementbusiness risk identificationservice quality assessmentaction plan implementationincident managementSLA monitoring
Soft skills
proactivitywillingness to learncommunicationempathyorganizational skillsattention to detail