Junior Customer Service Analyst - Temporary 3-Month Contract

About the Role

Join a team dedicated to transforming education. At Arco Educação, all positions are open and inclusive for people with disabilities.

As a member of the Customer Service team, you will manage escalated cases from Level 1 support by thoroughly analyzing requests, conducting regular follow-ups, and ensuring proper direction until full resolution.

Key Responsibilities

• Handle and monitor escalated inquiries from Level 1 support, performing comprehensive case assessments and follow-ups to guarantee issue resolution.
• Manage unexpected and challenging situations, balancing client expectations while maintaining high quality, empathy, and customer satisfaction.
• Serve as the primary client contact throughout their journey, ensuring clear communication and providing support to help customers achieve their business goals using company solutions.
• Deliver multi-channel support via email, chat, and WhatsApp with a focus on accuracy, responsiveness, and excellent customer experience.
• Collaborate closely with Level 1 and Level 2 support teams to provide integrated assistance.
• Organize, update, and track the case backlog to maintain transparency of status, pending issues, and deadlines for internal teams and stakeholders.
• Monitor and support key performance indicators (KPIs) related to customer service quality, satisfaction, and service level agreements (SLAs).
• Identify process bottlenecks and opportunities for efficiency improvements and propose practical solutions for continuous service enhancement.

Candidate Requirements

• Previous experience working with CRM platforms such as Salesforce, Zendesk, or similar tools.
• Familiarity with multi-channel customer support and managing performance metrics like TRT, TPR, and CSAT.
• A strong desire for continual learning about products and the educational customer journey.
• Ability to collaborate effectively with colleagues and share best practices in an accessible manner.
• Enthusiasm for teamwork, openness to self-development, and improvement initiatives.
• Knowledge of productivity indicators and backlog management.

Benefits and Perks

• Meal or food allowance provided through Flash.
• Health and dental insurance coverage via SulAmerica.
• Transportation allowance available for onsite and hybrid employees.
• Extended maternity and paternity leave.
• Childcare assistance offered.
• Health and wellness partnerships with Wellhub and Zenklub.
• Support for educational pursuits.
• Discounts on airline tickets.
• Pet health insurance partnership.
• Access to Arco's educational materials for children of employees.
• Partnerships for MBA and postgraduate programs.

Diversity and Inclusion

Arco believes that a diverse and inclusive environment empowers employees to be happier, more engaged, and to reach their full potential. We respect and value equal rights and individual uniqueness, aiming to foster a workplace where everyone can contribute meaningfully to our mission.