CS/CX Assistant
On-site. Araraquara
Job description
We are looking for a Customer Success (CS) and Customer Experience (CX) Assistant to support the team in customer relationships, ensuring a positive experience throughout the entire journey.
This professional will have direct contact with clients and partners, working in multichannel service, following up on demands, supporting retention actions and resolving requests, always with a focus on quality, resolution and meeting deadlines.
We are looking for a communicative, organized, analytical professional with a collaborative profile, who is interested in working with customer experience, relationships and continuous process improvement.
🎯 Responsibilities
Support the Customer Success and Customer Experience team in daily routines
Provide service and build relationships with clients and partners (phone, chat, email, WhatsApp, among others)
Follow the customer journey, identifying opportunities to improve the experience
Support retention and churn prevention actions
Record, analyze and follow up on requests, complaints and feedback from clients
Prioritize and follow up on critical cases (Reclame Aqui, Ombudsman, Procon, among others)
Apply and monitor satisfaction surveys (CES, CSAT, NPS)
Monitor SLA and support backlog that directly impact the customer journey
Update data and information in systems, BIs and spreadsheets
Act as an interface between internal areas (Support, IT, Sales and Operations)
Support the building of customer experience reports and indicators
Carry out other activities related to the role
Requirements
🧠 Requirements
Completed High School
Age over 25
Previous experience in customer service
Basic knowledge of data analysis and indicators
Command of the Office suite or Google Workspace
Good verbal and written communication
Organization and attention to detail
✨ Pluses
Experience at technology or services companies
Experience with Customer Success or Customer Experience methodologies
Knowledge of survey tools (Forms, Surveys, etc.)
Understanding of data analysis and reports (BI)
Experience with customer retention and loyalty
An ease for handling multiple demands and prioritizing tasks
💡 The profile we are looking for
Clear, empathetic and customer-oriented communication
A sense of prioritization and responsibility with deadlines
An analytical profile and a focus on continuous improvement
Ability to work in a team and integrate areas
Commitment to quality, resolution and the customer experience
📍 Location and Hours
On-site in Araraquara