Customer Support Analyst I, Enrollments and RCx – Temporary

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Arco Educação

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Arco é uma companhia brasileira focada em soluções educacionais para o ensino básico que desenvolve conteúdo, tecnologia e serviços para mais de 1.3 milhões de alunos e +5.000 escolas privadas de todo o país, abrangendo os segmentos da educação infantil ao ensino médio.

📋 Description

• Serve and support partner schools and their financial contacts across multiple communication channels, providing empathetic, clear, and efficient assistance; • Act as the primary point of contact for institutions, building relationships of trust and empathy and aligning long-term expectations; • Use active listening and sound judgment to resolve everyday inquiries and manage more complex cases; • Ensure support is delivered within agreed quality standards and operational timelines (SLAs), always aiming for maximum customer satisfaction; • Anticipate schools' needs to prevent bottlenecks and capture feedback and opportunities for continuous improvement across the customer journey; • Accurately record and update all interactions and histories in internal systems, maintaining traceability and data quality.

🎯 Requirements

• Experience: Previous experience in Customer Service, Customer Experience (CX), Customer Success (CS), or related areas (preferably with strategic accounts or in a B2B environment); • Excellent Communication: Impeccable verbal and written communication—clear, empathetic, concise, and appropriate for corporate and financial stakeholders; • Support Metrics: Experience with CX metrics such as TPR (Time to First Response) and CSAT (Customer Satisfaction Score); • Tools: Working knowledge of Microsoft Office (Word, Excel, PowerPoint) for organizational routines and operational record-keeping; • Personal Skills: Analytical mindset, high level of organization, proactivity, attention to detail, and active listening.

🏖️ Benefits

• Meal allowance and/or meal voucher • Health and dental insurance • Transportation allowance • Enhanced parental leave (maternity and paternity) • Childcare assistance • Health support: partnerships with Wellhub and Zenklub • Education incentives • Discounts on airline tickets • Pet health insurance partnership • Access to Arco educational materials for employees' children • Partnerships for MBA and postgraduate programs