Customer support role focusing on managing client inquiries and providing assistance for property management software. Engaging communication with customers through various channels.
About the role
- Analyst responsible for data management and process optimization in customer service. Seeking a proactive individual to enhance customer experience through data analysis and continuous improvement.
Responsibilities
- Monitor, analyze, and report Customer Service KPIs (OTD, Fill Rate, Past Due), proposing actions to improve company performance;
- Identify continuous improvement opportunities in service processes, implementing solutions that increase operational efficiency;
- Develop and automate reports in Excel, Power BI, and other analytics tools;
- Create and maintain VBA macros to streamline repetitive tasks;
- Support the service team with data and insights that promote a consistent, high-quality customer experience;
- Participate in projects focused on digital transformation of the Customer Service area;
- Collaborate with internal teams (sales, logistics, finance, planning, etc.) to ensure continuous, high-quality service;
- Perform order book reviews with a focus on invoicing/revenue.
Requirements
- Bachelor's degree in Business Administration, Engineering, Statistics, Economics, Systems (Computer Science/Information Systems) or related fields;
- Advanced Excel (including VBA);
- Intermediate to advanced knowledge of Power BI or similar Business Intelligence tools;
- Intermediate to advanced English (for occasional meetings);
- Previous experience with customer service metrics, performance analysis, and process improvement;
- Prior experience in Customer Service operations;
- Analytical, organized, results-oriented profile, with empathy and a strong customer experience focus.
Benefits
- Medical insurance
- Dental insurance
- Meal allowance and on-site meals
- Life insurance
- Transportation allowance
- Partnerships with educational institutions
- Wellhub
- OPTUM support and care program (legal, financial, psychological, and social assistance)
- Bridge days for national holidays
- Employee discounts on products
- Profit sharing
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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