Responsible for managing the day-to-day activities of a client portfolio, analyzing success indicators. Focused on reviewing open tickets to ensure correct execution of procedures with the goal of customer satisfaction.
Relationship management of a standardized, lower-complexity client portfolio, ensuring efficient execution of operational processes and customer satisfaction. Proactively monitor requests, meet deadlines and maintain service quality while following company procedures and policies.
Manage a lower-impact client portfolio, ensuring adherence to deadlines and established quality standards.
Execute routine service and support tasks, efficiently resolving recurring questions and requests.
Log and track tickets, requests and client interactions in internal systems.
Prepare and send reports and request billing when required.
Responsible for sending communication cadences for actions and monitoring the catalog.
Support the implementation of standardized processes and customer relationship policies.
Monitor performance and satisfaction indicators for the portfolio under your responsibility.
Escalate non-standard or higher-complexity cases to senior levels according to guidelines.
Collaborate with other internal teams (Sales, Operations, Finance, etc.) to ensure a positive customer experience.
Contribute to the continuous improvement of customer service processes.

Bachelor's degree completed or in progress in Business Administration, Communication, Marketing, or related fields.
Previous experience in customer service or account management (Customer Success, Relationship Management or Support).
Experience tracking performance and customer satisfaction indicators (NPS, SLA, etc.).
Experience opening, tracking and resolving support tickets.
Proficient with Microsoft Office.
Experience with B2B client portfolios is a plus.
Organized and detail-oriented.
Good written and verbal communication skills.
Proactive with a sense of urgency.
Results-oriented with a focus on customer satisfaction.
Comfortable working in a team and collaborating with different areas.
Ability to prioritize requests and meet deadlines.

Flex Office – 2 days remote work and 3 days on-site.
Day off on your birthday – take your special day as you prefer + points in our Marketplace!
SulAmérica life insurance.
Psychological support – access to a platform with licensed psychologists.
On-site massage – a moment of relaxation during your day.
Relaxation room – space to recharge.
Fresh fruit at the office – a healthy snack during the workday.
Meal or food allowance.
Transportation voucher, company shuttle or parking.
Qulture.Rocks – performance management and development platform.
Inspiring and disruptive culture – a dynamic, collaborative and innovative environment.
Internal events and engagement activities – team gatherings and relaxed moments with colleagues.
Exclusive benefits on special occasions – because every special moment deserves to be celebrated!

Client Service Analyst, Mid-Level

Key skills