Customer Service Representative providing positive experiences in insurance support via phone calls. Handling policy inquiries and maintaining customer relations on a hybrid schedule.
About the role
- Customer Service Specialist driving continuous improvement initiatives in customer relations at NIO. Focusing on innovation and efficiency in operational performance while leading analytical projects.
Responsibilities
- Lead continuous improvement projects within customer service operations, applying structured methodologies to identify and resolve problems;
- Analyze service and customer behavior data to generate strategic insights and propose transformative actions with measurable impact;
- Monitor and enhance KPIs (NPS, CSAT, AHT, FCR, among others), providing in-depth diagnostics and results-driven recommendations;
- Map and redesign customer journeys, identifying bottlenecks, friction points, and opportunities for process and channel innovation;
- Develop and implement innovative solutions, including automation, the use of artificial intelligence, and new technologies applied to customer service;
- Collaborate cross-functionally with internal teams (Product, Technology, Operations, Business) to ensure an integrated, effective, and customer-centered experience;
- Act as a technical and transformational reference for service teams, promoting a culture of continuous improvement and innovation;
- Manage critical incidents in operations, ensuring rapid problem resolution and minimizing customer impact;
- Actively participate in strategic projects to evolve customer service, contributing analytical and proactive perspectives.
Requirements
- Bachelor's degree in Business Administration, Engineering, Economics, Statistics, or related fields;
- Solid experience in customer service, with roles in analytics, continuous improvement, or operations transformation;
- Proficiency with data analysis tools (advanced Excel, Power BI, SQL, among others);
- Knowledge of CRM (Salesforce or similar);
- Experience with digital journeys or omnichannel service;
- Familiarity with continuous improvement methodologies (Lean, Six Sigma, PDCA, or similar);
- Experience with customer service automation tools and artificial intelligence applied to customer relationships;
- Ability to translate data into practical, innovative, and impactful actions for the customer experience;
- Strategic and transformational vision, focused on delivering value and continuously improving the operation;
- Excellent verbal and written communication, with the ability to present analyses and recommendations to diverse audiences.
Benefits
- Meal and/or food allowance
- Transportation allowance
- Health insurance
- Dental insurance
- Life insurance
- Private pension plan
- Profit-sharing program (PPR)
- Pharmacy benefit
- Childcare assistance
- Flexible working hours
- V.tal Benefits Club
- Extended maternity leave (6 months)
- Extended paternity leave (20 days)
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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