Corporate Strategy Analyst supporting strategic planning efforts at Humana. Collaborating with senior leadership to analyze growth opportunities and set long - term strategy.
About the role
- Customer Service Analyst performing customer interactions and improving service quality using CRM tools. Working with a hybrid model at ANBIMA to enhance client experiences.
Responsibilities
- Experience with customer service tools such as Zendesk, Salesforce, Octadesk, Buzzmonitor and Blip, or other CRM platforms.
- Basic to intermediate knowledge of Microsoft Office (Excel, Word, PowerPoint) and collaborative tools (Teams, Outlook, SharePoint), Canvas, and use of AI.
- Familiarity with service metrics: SLA, NS, TMA (Average Handling Time), CSAT and FCR.
- Ability to prepare reports, monitor KPIs and support decision-making.
- Support in creating training and refresher activities based on metrics and customer feedback.
Requirements
- High school diploma (college studies in progress preferred — Administration, Communications or related fields).
- Previous customer service experience (SAC, e-commerce, call center or technical support).
- Basic knowledge of certification processes or ANBIMA products is desirable to ease the learning curve.
- Experience with omnichannel support (phone, chat, email and social media).
- Knowledge of LGPD (Brazilian General Data Protection Law) and information security best practices.
- Analytical ability to identify patterns, bottlenecks and improvement opportunities in service workflows.
Benefits
- Meal allowance (Vale Refeição): R$ 1,177.00
- Food allowance (Vale Alimentação): R$ 925.00
- Medical assistance / Health insurance
- Dental coverage
- Hybrid work model
- Life insurance
- Private pension plan
- Home office allowance
- 6-month parental leave for all ANBIMA employees
- Funeral assistance
- Partnership discounts, birthday day off and more...
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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