Junior CX Analyst

Vissimo Co

Customer Service Operator delivering outstanding assistance via phone, email, and chat to Evino and Grand Cru clients. Seeking innovative solutions to enhance customer experience.

Posted 6/18/2026full-timeRemote • 🇧🇷 BrazilJuniorWebsite

About the role

Key responsibilities & impact

Assist our customers by phone, email, or chat, ensuring they have the best possible experience as the point of contact for Evino and Grand Cru customers;
Tirelessly seek solutions to customer problems with agility and empathy;
Consult and use reference materials and service process documentation in the available systems;
Create and generate insights for the Customer Experience team to continuously improve our service;
Interact with and enrich our service systems with data, such as using response macros, internal notes, and ticket categorization;
Monitor metrics such as TMA, TME, TMR, %Abandonment, %CSAT, %FCR, etc., to drive daily performance improvements.

Requirements

What you’ll need

Be organized, proactive, and energetic;
Have a sense of ownership to work autonomously, while enjoying collaborative teamwork;
Enjoy working with people and have excellent interpersonal skills;
Be motivated to get things done;
Have strong communication skills;
Have basic knowledge of systems such as the Microsoft Office suite;
Basic knowledge of service metrics: TMA, TME, TMR, %Abandonment, %CSAT, %FCR, etc.;
Basic familiarity with customer service platforms such as Zendesk, Zoopim, 55Pbx, or Twilio;
Have the drive to treat the customer’s problem as our own.

Benefits

Comp & perks

Meal voucher / Food allowance
Medical and dental insurance
Pharmacy benefit program
Pet insurance
Wellhub
Birthday day off
Discount at Wine Locals
Creditas
Discount club for Evino and Grand Cru products.

ATS Keywords

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Applicant Tracking System Keywords

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

Hard Skills & Tools

service metricsTMATMETMR%Abandonment%CSAT%FCR

Soft Skills

organizational skillsproactiveenergeticownershipcollaborative teamworkinterpersonal skillsmotivationcommunication skillsagilityempathy