Customer Service Analyst

Made of people who transform education. In the Customer Service team, you will be part of an operation focused on delighting customers, generating trust, and ensuring agile and quality support. You will act in the resolution of demands, strategic information registration, and negotiations to support families' compliance.

Your Day-to-Day Responsibilities

• Establish a relationship of delight and trust with our customers;
• Ensure quality service within the agreed SLA;
• Demonstrate ownership and a strong sense of urgency to resolve issues;
• Map feedback during service;
• Record all calls, understanding the importance of this data for other areas of the company;
• Help customers resolve their issues;
• Conduct negotiations to keep our families compliant.

To Participate in Our Process, You Need

• Clear and objective communication;
• An organized, proactive profile with a hands-on approach;
• The ability to analyze data and identify gaps or opportunities;
• Experience with customer service (CX/CS);
• Experience with metrics (TEI - Time Between Interactions / CSAT - Customer Satisfaction Score);
• Experience with negotiations and value recovery;
• Knowledge of Office Suite.

Preferred Qualifications

• Familiarity with Zendesk.

What You Will Find at Arco, Besides Amazing People

• Food aid and/or meal allowance;
• Health and dental insurance;
• Transport allowance;
• Extended maternity and paternity leave;
• Childcare assistance;
• Health care: partnership with Wellhub and Zenklub;
• Education incentives;
• Discounts on air travel;
• Partnership with a health plan for pets;
• Access to educational materials from Arco for employees' children;
• Partnerships for MBA and Postgraduate courses.

#MoreDiversity

We believe that in a diverse and inclusive environment, our people will be happier, more engaged, and have more chances to reach their full potential. That is why here at Arco, we respect and value equality, recognize uniqueness, and believe that everyone can contribute to our purpose.