Mid-level CX Analyst, Special Channels and Relationship

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🕒 June 16

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UOL EdTech

WebsiteLinkedInAll Job Openings

501 - 1000 employees

📚 Education

🏢 Enterprise

🤖 Artificial Intelligence

Education • Enterprise • Artificial Intelligence

UOL EdTech is a leading Brazilian company specializing in corporate education solutions. It offers an advanced learning management platform, LXM, which combines systems for corporate training with user experience enhancements and generative artificial intelligence. With over 2 million users and 1,400 client companies, UOL EdTech focuses on delivering personalized learning experiences, data-driven insights, and specialized soft skills content to help organizations prepare their workforce for contemporary challenges. Its solutions also include performance evaluation tools, goal management systems, and analytics for talent retention.

📋 Description

• Structure formal, well-argued responses. • Manage end-to-end communication for critical/escalated channels, such as Reclame Aqui, Ombudsman (Ouvidoria), Procon and legal claims. • Produce and review communications. • Collaborate with other areas such as customer service, product and operations. • Map opportunities for improvement. • Monitor communication metrics.

🎯 Requirements

• Bachelor's degree completed or in progress in Communication, Marketing, Journalism, Advertising or related fields. • Prior experience in customer service on critical/escalated channels, such as Reclame Aqui, Ombudsman (Ouvidoria), Procon and legal claims. • Experience in crisis management and handling dissatisfied customers. • Experience drafting formal, well-argued responses. • Critical analysis skills to identify root causes and resolve problems. • Organized and able to manage multiple simultaneous requests. • Familiarity with customer service tools (CRM, support platforms, etc.).

🏖️ Benefits

• Meal and/or food allowance. • Health and dental insurance. • Life insurance. • Partnerships with TotalPass and ZenKlub. • Extended maternity and paternity leave. • Childcare assistance. • Discounts of up to 50% on postgraduate and MBA programs at major institutions such as FIA, FAAP and PUCRS. • No dress code: wear what makes you feel comfortable. • #TáDeParabéns: day off on your birthday. • Baby gift: present for newborns.