Junior Customer Service Analyst

Overview

You will serve as a Customer Service Analyst within your area, focusing on building strong relationships and maintaining controls to act as a transformative agent who supports the team in delivering the best possible customer experience throughout their journey.

Key Responsibilities

• Provide attentive service in your designated domain by identifying customer needs or problems and resolving them swiftly, while adhering to legal business regulations and striving for high customer satisfaction through effective relationship management.
• Report internal issues impacting customers or process flows to help identify areas for procedural or system improvements requiring attention.
• Escalate crisis situations to leadership or experienced team members, especially when involving public entities, media exposure, or internal conflicts affecting customer service, collaborating to protect the brand's reputation.
• Engage customers across multiple communication channels, always following consumer service guidelines, monitoring performance metrics, and contributing to service quality enhancements.
• Coordinate with other departments to resolve customer issues or requests by facilitating communication and ensuring timely problem resolution according to established workflows, escalating when necessary.
• Diligently record service interactions in internal or external systems, keeping data accurate and current to support process maintenance, root cause analysis, and operational efficiency gains.

Candidate Profile

• Currently pursuing a higher education degree in Administration, Law, or related fields.
• Strong written and verbal communication skills.
• Experience or familiarity with ticketing software such as Jira, Zendesk, and Twilio.
• Proficient in Microsoft Office suite.

Benefits

• Health insurance plan.
• Dental insurance plan.
• Online psychotherapy services.
• TotalPass wellness program.
• Life insurance coverage.
• Meal and food vouchers (VA/VR).
• Discount partnerships with universities and language schools.
• Comprehensive insurance options.
• Casual dress code policy.

Culture & Development

At our company, each team member is called a Guardian and we foster a collaborative, fast-paced, and relaxed environment focused on supporting entrepreneurs' success. We value continuous improvement, encouraging Guardians to strive for 1% better every day through performance cycles, career growth opportunities, feedback culture, and tools promoting development aligned with company values.

We embrace diversity and inclusion, committed to creating a psychologically safe workplace open to all people regardless of gender identity, ethnicity, sexual orientation, origin, disability status, or any intersectional identities.