Customer Care Representative processing calls and managing service tasks for Crown Equipment Corporation. Dispatching technicians and handling service billing in a fast - paced environment.
About the role
- Customer Service Senior Analyst responsible for managing client relationships at NIO. Analyzing data and driving improvements in customer experience and operational efficiency.
Responsibilities
- Analyze customer service and customer behavior data to generate insights and propose improvement actions;
- Monitor KPIs (NPS, CSAT, AHT, FCR, among others) and present reports with diagnostics and recommendations;
- Data manipulation, development of analytical processes, and generation of customized data and analyses;
- Identify bottlenecks and opportunities in the customer journey and lead action plans for improvement;
- Collaborate with internal teams to ensure an integrated, resolution-focused customer experience;
- Serve as a technical reference for the customer service team, supporting them with data-driven analyses and recommendations;
- Handle resolution of complex cases with a focus on empathy, speed, and quality;
- Actively participate in strategic projects to evolve the customer service function;
- Manage operational incidents to ensure rapid problem resolution, minimizing impact for customers who contact human support.
Requirements
- Bachelor's degree in Business Administration, Engineering, Economics, Statistics, or related fields;
- Strong experience in customer service, preferably in analytical roles or continuous improvement functions;
- Data analysis tools (advanced Excel, Power BI, SQL, etc.);
- Knowledge of CRM systems (Salesforce);
- Experience with digital customer journeys or omnichannel support;
- Ability to translate data into practical, high-impact actions for customers;
- Strategic mindset and focus on delivering customer value;
- Familiarity with customer service automation tools and AI;
- Excellent verbal and written communication skills.
Benefits
- Meal and/or food allowance
- Transportation allowance
- Health insurance
- Dental insurance
- Life insurance
- Private pension plan
- Profit-sharing program (PPR)
- Pharmacy assistance
- 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
Customer Care Rep responsible for processing calls and dispatching technicians. Supporting record maintenance and interdepartmental collaboration for Crown Equipment Corporation's customer care operations.
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