Customer Service Analyst I

🕒 May 26

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Kovi

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2018

🚗 Transport

🤝 B2B

🛍️ eCommerce

Transport • B2B • eCommerce

Kovi is a car rental service designed specifically for app drivers, offering a variety of brand new and used vehicles with flexible rental plans such as monthly, annual, and with an option to purchase. The company ensures accessibility by allowing rentals without the need for credit cards, making it easier for drivers to obtain a vehicle. Kovi provides maintenance, insurance, and document management, along with 24/7 assistance, so that app drivers can focus on their work without added burdens.

📋 Description

• Deliver excellent support to Kovi partner drivers; • Turn negative experiences into positive ones through effective customer service; • Have in-depth knowledge of our plans, processes, and business model to answer questions; • Be responsible for finding the best solution for our drivers by coordinating with partner teams to ensure the best possible experience; • Act as the voice of our customers by compiling opportunities and insights to share with leadership to continuously improve the driver experience with Kovi; • Collaborate in creating and refining processes and initiatives that optimize the driver experience; • Work according to the defined shift schedule, remaining available to provide excellent hybrid support to our drivers.

🎯 Requirements

• Proficient in Microsoft Office and G Suite; • Previous experience in phone-based customer service/CX and written channels (both are a plus); • Technical or practical knowledge of vehicle mechanics is a competitive advantage; • Ability to communicate empathetically and concisely; • Flexibility and organization — we are a company in constant transformation and change is part of our day-to-day; • Ability to anticipate problems: we aim to be one step ahead when it comes to supporting our drivers; • Punctuality and responsibility; work under a predefined shift schedule and via online support channels; • Transformative mindset: always seeking new ways to deliver value; • Ability to collaborate effectively with a team and share knowledge; • Excellent verbal and written communication skills; • Analytical mindset with a focus on continuously improving current processes;

🏖️ Benefits

• Life Insurance: To protect our greatest asset — our Kovers. • Health Plan: It’s important to take care of your health. • Dental Plan: For your healthy smile. • Flash Card: Meal and/or grocery allowance combined on a single card. • Partnership with SESC: Benefit available after 90 days of employment. • Public Transport Voucher or Fuel Allowance: You choose how you prefer to commute. • Support for parents: Daycare assistance, extended maternity leave of 180 days, and extended paternity leave of 20 days. • Wellhub: All Kovers are entitled to subsidized access to exercise programs supported by Kovi. • Kovenção: Company-wide meeting where Kovi leadership shares business updates with the entire organization.