Analista de CS (Reclame Aqui) in Brazil, Indiana at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Analista de CS (Reclame Aqui) based in Brazil.

This role is focused on ensuring a positive customer experience throughout the entire relationship journey.
The professional will act directly on customer requests, especially through reputation management channels.
You will help identify dissatisfaction signals, prevent churn, and strengthen customer relationships.
The position combines customer support, negotiation, data interpretation, and process improvement.
You will work closely with internal teams to resolve cases efficiently and create meaningful solutions.
The ideal candidate is proactive, customer-focused, and motivated by improving experiences through strategic interactions.

The role’s main mission is to manage customer relationships, ensuring effective resolution of issues and contributing to satisfaction, retention, and brand reputation. The professional will act as a key connection point between customers and internal teams, helping transform feedback into opportunities for improvement.

• Handle customer requests primarily through reputation management channels such as Reclame Aqui.
• Contact customers via phone, WhatsApp, chat, and other communication channels to understand their needs.
• Analyze each customer situation before proposing solutions, ensuring personalized and effective responses.
• Conduct strategic negotiations focused on customer retention and satisfaction.
• Mediate communication between customers and internal departments to resolve requests.
• Monitor cases from initial contact through final resolution.
• Support initiatives aimed at maintaining and improving the company’s online reputation.
• Identify customer feedback trends and opportunities to improve processes and services.

We are looking for a customer-focused professional with experience in customer service, retention, and relationship management. The ideal candidate should combine communication skills, analytical ability, and knowledge of customer success practices to support strategic customer interactions.

• Degree in progress in Accounting, Business Administration, or related fields.
• Previous experience in customer service areas such as SAC, support, call center, or customer relationship management.
• Experience with customer retention processes and cancellation reversal strategies.
• Knowledge of CRM systems and customer communication tools.
• Intermediate knowledge of Microsoft Office tools.
• Understanding of Customer Success indicators such as churn, retention, and customer satisfaction.
• Intermediate ability to collect and interpret customer experience data.
• Knowledge of omnichannel customer service practices.
• Experience managing customer feedback and identifying improvement opportunities.
• Intermediate knowledge of negotiation, persuasion, and objection-handling techniques.
• Experience applying or analyzing customer satisfaction surveys such as NPS.
• Knowledge of online reputation management and customer review platforms.
• Familiarity with accounting processes or routines is a plus.

• Remote work model.
• Monthly Caju benefits card allowance of R$700, available according to personal needs and maintained during vacation periods.
• Health insurance coverage.
• Birthday Day Off.
• Wellhub (Gympass) access for gyms and wellness platforms.
• Telepsychology support with up to two free consultations per month.
• Telenutrition support with up to two free consultations per month.
• Discounts on laboratory exams through partner networks.
• Discounts on generic and branded medications through partner pharmacies.
• Partnership with educational institutions for professional development.
• Career development program focused on growth opportunities.
• Gamification program with rewards and recognition experiences.