Syhus Contabilidade

Junior Customer Experience Analyst

Syhus Contabilidade

full-time

Posted on:

Location Type: Hybrid

Location: Campinas • Brasil

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Job Level

Junior

About the role

  • Responsible for creating and tracking customer experience initiatives (gifts, kits, among others)
  • Organize schedules and/or regular interactions with customers to understand their needs and expected outcomes when using our services and/or products
  • Act proactively to prevent possible cancellations and ensure the customer achieves the desired result and/or to adjust the contract if necessary
  • Responsible for managing cancellation requests and/or orders, as well as informing about penalty policies and contract termination fees
  • Satisfaction surveys and NPS
  • Create and send NPS (Net Promoter Score) surveys
  • Analyze results and satisfaction trends
  • Map customers' main pain points
  • Conduct qualitative interviews with customers
  • Create insight reports for leadership
  • Customer data analysis
  • Monitor metrics such as NPS, churn (cancellations), retention, engagement, satisfaction
  • Build customer experience dashboards
  • Identify recurring issues in the customer journey
  • Provide insights for product or operational improvements
  • Customer communication
  • Create official communications for the customer base
  • Announce product, process, or deadline changes
  • Organize crisis communications or operational adjustments
  • Ensure communications are clear and transparent
  • Customer relationship and retention
  • Manage strategic customers
  • Reach out to detractor customers (low NPS)
  • Create retention plans
  • Monitor churn risks
  • Collect structured customer feedback
  • Events and community relations
  • Organize customer events
  • Create relationship programs
  • Organize webinars, meetups, or communities
  • Strengthen networking among customers
  • Partnerships and referral programs
  • Manage customer referral programs
  • Structure strategic partnerships
  • Track partner or referral commissions
  • Monitor performance of relationship channels
  • Continuous improvement of the experience
  • Map the customer journey
  • Identify service or operational bottlenecks
  • Suggest improvements for product, processes, and support
  • Work closely with product, sales, and operations teams

Requirements

  • Degree in Business Administration, Advertising, Marketing, or related fields
  • Experience in customer relations (service, sales, or post-sales)
  • Excellent communication and interpersonal skills
  • Flexible and proactive
  • Quick problem-solving and timely responses to customers
  • Basic technology knowledge as a user
Benefits
  • Meal allowance
  • Culture voucher
  • Home office allowance
  • Transportation support for in-person meetings
  • WellHub
  • Conexa Saúde
  • Psicologia Viva
  • Health insurance
  • Dental insurance
  • Birthday day off
  • Partnerships with educational institutions
  • Life insurance
Applicant Tracking System Keywords

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

Hard Skills & Tools
customer experience initiativesNPS (Net Promoter Score)customer data analysiscustomer journey mappingretention planscustomer feedback collectionevent organizationrelationship program managementperformance monitoringinsight reporting
Soft Skills
communication skillsinterpersonal skillsflexibilityproactivityproblem-solvingtimelinesscustomer relationship managementorganizational skillsnetworkingstrategic thinking
Certifications
degree in Business Administrationdegree in Advertisingdegree in Marketing