Customer Success Analyst – Focus on Churn/Customer Retention

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Contajá Contabilidade Online

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2017

🤝 B2B

☁️ SaaS

💰 Venture Round on 2021-10

Accounting • B2B • SaaS

Contajá Contabilidade Online is a fully online accounting firm that simplifies the bureaucratic process for businesses across Brazil. They offer comprehensive online accounting services, including company registration, switching accountants, and advising micro-enterprises. With a focus on affordability and personalized support, Contajá aims to help entrepreneurs reduce costs and enhance productivity through a dedicated team of real accountants accessible via digital communication channels.

📋 Description

• Respond to customers via chat who request service cancellations • Understand the reason for cancellation through active listening and investigation • Present solutions and alternatives to reverse the cancellation and retain the customer • Conduct negotiations and overcome objections to achieve customer retention • Accurately record cancellation reasons (churn) and interactions in the system • Escalate specific cases to the appropriate departments when necessary • Ensure empathetic, prompt, and solution-oriented service, even in conflict situations • Contribute to reducing churn and improving the customer experience

🎯 Requirements

• Intermediate knowledge of Microsoft Office • Experience with CRM and customer communication tools • Experience or background in customer service roles such as customer support (SAC), helpdesk, call center, or client relationship management • Experience or knowledge in customer retention processes and cancellation reversal • Familiarity with Customer Success metrics such as churn, retention, and satisfaction • Intermediate skills in interpreting and gathering customer experience data • Basic knowledge of omnichannel customer service • Intermediate knowledge of the Reclame Aqui platform and online reputation management • Ability to manage customer feedback, identifying opportunities to improve processes and services • Intermediate knowledge of negotiation, persuasion, and objection-handling techniques • Experience applying or analyzing satisfaction surveys (NPS) • Intermediate knowledge of accounting processes or routine accounting tasks • Currently pursuing a degree in Accounting or Business Administration

🏖️ Benefits

• Caju Benefits Card – BRL 700.00 monthly for you to use as you wish, not deducted from payroll and maintained during vacation • Unimed Health Plan – 100% paid by Contajá, with co-payment only when services are used • Birthday day off • Wellhub (Gympass) – access to gyms and wellness platforms • Telepsychology – up to 2 free sessions per month • Telenutrition – up to 2 free sessions per month • 15% discount on Dasa network laboratory tests • 30% discount on generic medicines at Pague Menos pharmacies and 20% on brand-name medicines • Partnership with Estácio • ImpulsoJá Career Plan • Gamification with virtual coins redeemable for prizes such as Kindle devices, attendance at industry events, and exclusive giveaways