Customer Relationship Analyst – Mid-level

Suhai Seguradora

Customer Service Analyst at Suhai, ensuring timely responses and quality engagement with clients. Handling complaints and maintaining customer satisfaction in the insurance sector.

Posted 6/16/2026full-timeSão Paulo • 🇧🇷 BrazilMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Respond to complaints within deadlines
Ensure 100% of responses are sent within a maximum of 8 business days, following Reclame Aqui criteria to maintain the RA1000 seal
Monitor and follow up on complaints with the claimant during case handling, keeping the customer engaged and eliminating any sense of "abandonment"
Ensure quality in responses
Use an empathetic tone and clear language, providing concrete solutions (not just standard replies)
Avoid contradictions with the company's official information
Ensure responses are complete and well-founded, and that actions align with company guidelines and SUSEP regulations
Make proactive contact with customers when necessary to resolve the reported issue/complaint
Record and classify complaints
Correctly categorize each request (e.g., delay, delay in investigation, delay by 24-hour assistance provider...) to facilitate trend analysis
Monitor post-response satisfaction/follow-up
Track whether the customer marked the complaint as "resolved," and if not, seek alternatives to close the loop and recover the rating
Report systemic issues
Notify leadership of recurring failures (e.g., billing errors, systemic errors) that generate multiple complaints
Keep data up to date in the system
Log all interactions in the CRM/Salesforce for tracking and future analysis

Requirements

What you’ll need

Bachelor's degree completed in Administration, Marketing, Communication, Insurance Management or related fields
Experience in communication/relationship management — handling customer interactions (written and verbal) and coordinating with internal company teams
Excel: Intermediate
Salesforce CRM: Preferred

Benefits

Comp & perks

Meal and grocery allowance (meal and food vouchers)
Health and dental insurance
Life insurance
Mobility (parking, fuel, transportation)
Telemedicine service
Travel benefits
Hybrid work arrangement
Christmas hamper (13th)
Totalpass
Profit Sharing (PLR)
Payroll-deductible loan
Salary advance
Childcare and nanny assistance
Advance of 13th salary in any month of the year
Discount on Suhai insurance
Pre-sale access and 15% discount on tickets for shows at Suhai Music Hall
Birthday day off
Extended maternity and paternity leave
Education incentive program
Wellness and health campaigns
Benefits club with exclusive discounts and perks
Casual dress code
A work environment we are proud of

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer interaction managementcomplaint resolutiontrend analysisdata loggingresponse quality assuranceSUSEP regulations compliancecase handlingcommunication skillsempathetic communicationproblem-solving

Soft Skills

empathyclear communicationcustomer engagementproactive contactorganizational skillsattention to detailteam coordinationleadership notificationsatisfaction monitoringrelationship management