Junior Customer Service Analyst – PCD Affirmative Action

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🕒 6 days ago

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Zapay

WebsiteLinkedInAll Job Openings

51 - 200 employees

💳 Fintech

👥 B2C

Fintech • B2C

Zapay is a Brazilian fintech that helps vehicle owners consult and pay their vehicle-related debts by license plate. It offers a free online and mobile app that aggregates débito from 27 state DETRANs and other authorities, enabling users to view IPVA, licensing, fines and Dívida Ativa in a single screen and to pay or parcel those debts (up to 12x) via credit card, PIX or boleto. Zapay is accredited with national traffic authorities (DETRAN, DENATRAN, SENATRAN), issues CRLV digital in supported states, and provides both online and in-person payment channels and customer support.

📋 Description

• Provide exceptional service and delight our customers through Zapay’s communication channels, primarily online (WhatsApp, email, social media) and telephone (toll-free 0800) • Offer polite and empathetic support to customers, acting as a point of contact for questions, review of internal procedures, routing requests, and general support • Log and follow up on requests and complaints, seeking fast and effective solutions to ensure customer satisfaction • Collect customer perceptions through feedback and insights to drive continuous product improvement and report issues • Identify and share opportunities to improve internal team processes to increase productivity • Keep up with product updates and run tests to verify scenarios reported by customers • Represent the voice of the customer within the company and participate in projects that connect customers to the rest of the organization • Actively manage the team’s workload, taking responsibility for planning, execution, and monitoring the impact of deliverables • Participate in decision-making, contributing analyses, data, and critical insight • Collaborate with other teams and colleagues, sharing information, learnings, and context • Continuously seek simpler, more efficient, and sustainable ways to solve problems • Contribute to the evolution of processes, practices, and team and business results.

🎯 Requirements

• High school diploma required; university degree completed or in progress in Business Administration, Communication, Marketing, or related fields is preferred • Minimum of 1 year of experience in customer service via phone and written channels • Strong verbal and written communication skills • Problem-solving mindset, continuous improvement orientation, and analytical ability with a data- and results-driven focus • Time management skills and a sense of urgency; able to multitask • Communicates with empathy and purpose with team members, stakeholders, and customers • Able to give and receive feedback • Experience with customer support software such as Zendesk, Intercom, Salesforce, or similar — especially Zendesk • Experience with support metrics such as CSAT, AHT (TMA), TPR (first-response metric), SLA, recontact rate, and FCR (First Contact Resolution) • Intermediate knowledge of Microsoft Office / Google Workspace • Analytical and problem-solving skills • Ownership and accountability for deliverables • Openness to feedback and continuous learning • Not required but a plus: courses in CX, CS, Public Speaking, Project Management, or basic English.

🏖️ Benefits

• Amil medical insurance • Amil dental insurance • Wellhub (formerly Gympass) • Telemedicine: online video consultations with doctors available 24/7 • Meal allowance / food voucher: choose between a grocery card (VA) or a meal card for restaurants (VR) • Birthday day off • Pregnancy support program and extended paternity leave • Pet leave • Life insurance • Childcare assistance • Allowance for dependents with disabilities (PCD dependent assistance)