Senior CX Analyst
Job not on LinkedIn
🕒 4 days ago
🗣️🇧🇷🇵🇹 Portuguese Required
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📋 Description
• Act as Owner of Youse's critical channels, specifically Reclame Aqui and social media, monitoring metrics on a daily basis • Responsible for customer satisfaction surveys (NPS, CES, CSAT, Thumbs) • Implement actions to mitigate recurring issues and improve customer perception • Mobilize teams to address root causes of critical issues and ensure SLA response to Reclame Aqui • Work closely with customer service, claims, assistance, product, commercial, and technology teams
🎯 Requirements
• Experience with metrics that drive customer satisfaction • Prior experience with the Reclame Aqui channel • Experience with survey tools and building dashboards/metrics panels • Strong analytical skills • Bachelor's degree (completed) • Proficiency with CX tools
🏖️ Benefits
• Work model: Hybrid (2 days on-site and 3 days remote) • Working hours: 7.5 hours/day • Employment type: CLT (Brazilian labor contract)
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