Provide multichannel customer support (WhatsApp, email, phone and social media), ensuring consistency in tone of voice and adherence to the brand's standards of excellence
Manage complaints and requests, driving problem resolution with speed, empathy and a focus on customer satisfaction
Monitor the customer journey across all touchpoints, identifying gaps and opportunities to improve the experience
Create and implement continuous improvement processes to raise service standards and reduce response and resolution times
Act as a liaison between logistics, sales and after-sales teams, ensuring smooth handling of exchanges, returns, warranties and other customer requests
Track and analyze NPS, CSAT and satisfaction metrics, proposing action plans based on the results
Develop and maintain a knowledge base, scripts and support materials to standardize service
Identify trends and patterns in customer feedback, bringing strategic insights to other areas of the company
Support the implementation and configuration of CRM tools and service platforms, helping to structure the CX operation from the ground up
Contribute to building Pure Electric’s customer-delight culture in Brazil, aligned with the brand's premium positioning.

3 years of experience in customer service, customer experience or after-sales
Excellent verbal and written communication skills
Empathetic, proactive and solution-oriented profile
Ability to handle multiple demands and channels simultaneously while maintaining service quality
Experience with premium or luxury brands, or high-end products
Familiarity with CRM and service platforms (Zendesk, Octadesk, Movidesk or similar)

Excellent verbal and written communication skills
Empathetic, proactive and solution-oriented profile
Ability to handle multiple demands and channels simultaneously while maintaining service quality
Experience with premium or luxury brands, or high-end products
Familiarity with CRM and service platforms (Zendesk, Octadesk, Movidesk or similar)

Customer Experience Analyst

Key skills