Sicredi

Junior Customer Service Analyst – Cards

Sicredi

full-time

Posted on:

Location Type: Hybrid

Location: Porto Alegre • Brazil

Visit company website

Explore more

✨ AI Apply
Apply

Job Level

Junior

About the role

  • Provide specialized support to cooperatives by performing technical analyses and giving the necessary guidance for each case;
  • Monitor process documents and activities, flagging changes and/or needs for creation, supporting the ongoing updating of documents in the Knowledge Base;
  • Track individual and team OKRs, as well as propose actions for improvement;
  • Analyze the main reasons users contact support and propose improvements aimed at efficiency gains and better user experience;
  • Assist in identifying and signaling business risks;
  • Participate in initiatives to promote business, supporting cooperatives in revenue generation and building closer relationships with users;
  • Collect user feedback, insights and suggestions to assess the quality of service and identify potential areas for improvement;
  • Execute and follow up on action plans for continuous improvement of service and product;
  • Monitor the status and progress of issue resolution to keep the user informed;
  • Advise users on business, processes and services based on documented information validated by the responsible areas to clarify questions and concerns;
  • Provide support across all channels, record, evaluate and properly prioritize incidents related to business, processes, services and continuity of activities, communicating workarounds or resolving them when possible;
  • Handle requests, route and work with the responsible areas when necessary, monitoring the contracted SLA to meet users’ needs within established deadlines.

Requirements

  • Bachelor’s degree in progress (Business Administration or related fields);
  • Proficiency in Microsoft Office (creating materials in PowerPoint and Excel is essential);
  • Experience in customer service.
  • Skills considered a plus:
  • Proactivity and a proactive attitude – ability to assume responsibilities and seek solutions autonomously;
  • Genuine willingness to learn – openness to acquire technical knowledge;
  • Good communication and empathy – experience or aptitude for customer-facing roles;
  • Organization and attention to detail, especially in analyzing and forwarding information.
Benefits
  • Fixed 14th and 15th salaries;
  • Profit-sharing/Performance-based participation (according to seniority);
  • Health and dental plans with no co-payment;
  • Wellness programs via Wellhub (formerly Gympass), including nutrition, psychology, occupational health, massage, running group and local gym;
  • Meal and grocery vouchers with flexible percentage allocation between VA/VR cards, no co-payment;
  • Extended maternity and paternity leave;
  • Childcare or nanny allowance for children up to 6 years and 11 months;
  • Allowance for children with disabilities, with 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 with 100% on-site presence).
Applicant Tracking System Keywords

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

Hard Skills & Tools
technical analysisOKR trackinguser experience improvementbusiness risk identificationservice quality assessmentcontinuous improvementincident prioritizationSLA monitoring
Soft Skills
proactivitywillingness to learncommunicationempathyorganizationattention to detail